Can't invite user to Atlassian Cloud site, user is deactivated or disabled
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
You're attempting to invite a user to an Atlassian Cloud site or app, and you see one of the following error messages:
"Unable to send invites. We were unable to send any invites because one or more accounts you invited are disabled. Remove those accounts from your invite and try again."
"This user's Atlassian account has been disabled. Contact the user's organization administrators to enable the account."
"We're unable to invite deactivated accounts."
"Remove or reactivate deactivated accounts, then try again."
Cause
The error messages above are typically due to one of the following causes:
The account is a managed Atlassian account
The account is synced through an Identity Provider (IdP) or user provisioning
The account is not managed, but was deactivated by the user and is pending deletion
Deactivated and disabled user accounts can't be invited to Cloud sites. The account must be reactivated before sending out the invite.
Inviting and re-inviting users to a Cloud site or app requires Organization Administration access. If you are unable to invite or re-invite affected user accounts, please contact the Organization Admin for your Atlassian Cloud organization.
Solution
The solution depends on the status of the account, and whether it is managed by your Cloud organization, or a different organization.
The invited user has a managed Atlassian Account, and their email address domain is verified by your organization
Login to admin.atlassian.com as an Organization Administrator
Navigate to Directory > Managed accounts
Search for the affected account and select it from the search results
Select Reactivate account
If your organization syncs users from an Identity Provider (IdP), the Reactivate account button will be greyed out. You will need to activate the user through your IdP to reactivate them on the Atlassian directory.
The invited user is a managed Atlassian Account but the domain is verified under another organization (not your own)
If the account is managed, but not by your organization, you cannot reactivate the account for this user.
Advise the user to reach out to their Atlassian organization admin
The other organization's admin can reactivate the user's account by following the steps outlined above
The invited user is an unmanaged Atlassian Account (their email address domain is not verified by any organization)
Advise the user to log in at id.atlassian.com
The user can leverage the reset password option if they don't remember their password
Once logged in, the user will be presented with the option to re-enable their own account
If the user has initiated a deletion for their own account, they can follow the steps in our documentation to cancel the deletion and reactivate their account.
Troubleshooting non-delivered email invitations
If an invitation email is not received, it may be due to email suppression issues such as bounced emails, unsubscribes, or other configurations. Use the Resend invitation function to resolve this:
Login to admin.atlassian.com as an Organization Admin
Navigate to Directory > Users (or Managed Accounts)
Locate the user who did not receive the invite
Select the Resend invitation option to:
Automatically clear the user from the suppression list
Attempt to resend the invitation email
This process ensures the user can receive the invitation. If the issue persists, check if the email address needs further actions with your email provider or verify the recipient's email preferences.
Was this helpful?