Unable to create new user in JA, it states that the user already exists,but no user actually exists

[Lakshmi CH]

Hi Team,

We are unable to create a new user for the Jira Align application.
The application states that access is already in place, but when we checked the user accoun with the email IDt, we couldn't find the user in Jira Align. We didn't find anything related to the user in the logs that the account was created. Do you know what the reason could be?

Please find the attached screenshot for your reference.

[Jamie Giantonio · Accepted solution]

@Lakshmi CH the user may exist but is de- activated.

Go to Admin > People and add a filter for Deactivated= Yes and see if they show there.

If they do, click on their name and hit  ACTIVATE on the right under the picture to make them active again

[Lakshmi CH]

Thank you, @Jamie Giantonio. it worked, and able to activate the user. 

[Allan Maxwell · Accepted solution]

The most common cause for this is that they exist in Jira Align but are deactivated.  Set your filter as shown below and search for them.

[Lakshmi CH]

Thank you @Allan Maxwell . It worked.