Portal Only customers being turned into Atlassian Accounts

[Jason Frisbee]

Because of changes to Jira over the years, how we added customers to our service desk was done differently or incorrectly, resulting in customers who should have been portal only / email support being converted to Atlassian accounts. In an effort to clean up the accounts (removing terminated employees) so we can mass log out accounts to force the 2FA sign, we removed accounts that had no apps assigned.

As a result, we now do not have the ability to add the person back as a portal only user? It's insisting that we re-activate their Atlassian account, which they don't use..

[Dan Breyen]

Hi @Jason Frisbee welcome to the community.  I ran into the same situation.  I had some users that had their business unit sold to another company, so they no longer had access to thei accounts created in JSM.  If they have an Atlassian Account, you can not add them again as a Portal Only user, as they can't have two different types of accounts.  I had to delete their Atlassian Account, then was able to create them as a Portal Only user.