confluence user's last active 'unavailable' and user cannot access confluence

[Polly Tielebein]

We are trying to grant a team member access to Confluence but no site admin, org admin or user admin can do that. Their last activeness is shown as 'unavailable' and they cannot reach Confluence at all, there is alway that lock symbol saying: you don't have the rights.

[Tomislav Tobijas]

Hi @Polly Tielebein ,

So, within the Directory in Admin Hub, you've granted to user Confluence User product role?

And even with that, the user cannot access your Confluence Home > https://<SITENAME>.atlassian.net/wiki?

Did they try to use incognito mode or a different browser? I've seen a couple of cases where users are logged via different Atlassian accounts (e.g. their personal ones) and were trying to access the company instance.

ℹ️ As for 'unavailable' string, it's usually the sign that the user hasn't logged in to the site (not even once). Although, a note - there's a significant delay to this last active date/time.

Cheers,
Tobi