Cannot give access to a deactivated user

[Mariam Omran]

As an Org admin to my JIRA site am unable to reactivate or give an access to a previously deactivated user ! can you pls advise

[Kieren]

Hi @Mariam Omran 

Can you give some more details on what error comes up when you try to reactivate a user?

There are a few things that come to mind which might prevent a user from being reactivated, but without more information I can't be sure if they're applicable to you.

As for granting product access to a deactivated user, the admin system doesn't allow you to do that. You can remove product access from a deactivated user, but you cannot grant access to a deactivated user.

-Kieren

Co-founder @ Smol Software | Ex-Atlassian

[Mariam Omran]

Thank you @Kieren for you fast response. 

I have removed the user totally from JIRA. he is no longer in my decatived user list on JIRA. yet when I try to reinvite him I get the below error:

[Kieren]

Thanks for the extra info @Mariam Omran. There are two possible paths for you, depending on if the user is suspended or deactivated:

If they're suspended, this means they're already in your site but just suspended:

1. Go to admin.atlassian.com

2. Find the user in the user list

3. Open the user and 'Restore' their access. No need to re-invite the user to anything, just make sure they have the right product access.

If they're deactivated:

1. Go to admin.atlassian.com

2. Navigate to the Managed Account list

3. Fine the user in the managed account list

4. Reactivate the user.

5. You can then invite the user to any product you want.

Good luck,

-Kieren

Co-founder @ Smol Software | Ex-Atlassian

[Mariam Omran]

Hello @Kieren ,

Thanks for your help.. 

as i mentioned i have totally removed the user from JIRA. so he is no longer in the managed account list ro reactivate him. 

[Kieren]

So to be clear, when you visit admin.Atlassian.com :

1. the user doesn’t appear in your “users” list page, and

2. the user doesn’t appear in your “managed accounts” list

Correct?

If the user isn’t in your managed accounts list, then I expect their email domain is likely managed by another organization. You’d need to contact an admin in their domain to get the account reactivated and there’s no tool that Atlassian provides that can help you with that.

I recommend you email the user and ask them to contact their IT department to get their Atlassian account reactivated. After that, you can re-invite them to your product.

[Mariam Omran]

Thank you so much @Kieren .. I will contact them now