Can' invite user due to being deactivated, but can't find a deactivated account anywhere

[Andreas Sundvall]

I've searched every forum and tried every possible (to me) solution but still no success :( 

I'm trying to invite a user to join our Atlassian platform, but get the error message to "Remove deactivated accounts and try again".

I'm Org Admin and have looked high and low for this user. It's not in the Admin > Directory > Users list (including inactive accounts).

I've seen posts about checking "Managed accounts" but we have not verified our domain, so there's nothing for me to do there (but to verify it which I doubt is the solution)...

I'm running in circles here :'( any help is super appreciated!

[Tobias H · Accepted solution]

Hi Andreas!

I can't say I've ever run into this issue before, but perhaps you could find the user this way:

1. Use this URL in your browser: https://<YOUR-SITE-HERE>.atlassian.net/rest/api/3/user/search?query=<EMAIL-OF-USER-HERE>
2. You should get a JSON output, check the box to make it pretty and then find the account ID on the second row.
   1. (If you can't make it pretty, just search for "accountId" instead)

After you have copied the account ID:

1. Go into Atlassian Admin and click a random user from the directory
2. Once it has loaded you can replace the last part of the URL (the account ID) with your copied account ID and press enter
3. You should now see the missing user

No clue if this will actually help you, but fingers crossed!

[Andreas Sundvall]

Soooo close!

I can find the accountID but when I update the URL I get a white page with a small popup that quickly goes away;

[Andreas Sundvall]

I double checked the JSON output and noticed accountType: "customer"!

And I can find him among my customers, no idea who did and how...but clicking "Resend Invite" does nothing (no email is received) and I can't remove him from Customers...

[Andreas Sundvall]

Ok, I found how to remove him as a customer and send a new invite as a user!! 

Thank you @Tobias H , a super-star!!

[Tobias H]

Nicely done! 

Have a great day :D

[Marco Calluso]

Hi @Tobias H 

I have the same problem, but when I tried getting the JSON, I just get '[]'.. an empty JSON. What does this mean? I'm completely lost.

Kind Regards

[Tobias H]

@Marco Calluso I am no API expert, but the [] usually shows up when there is no account with that email.

For example; If I search for a former employee who has been properly offboarded, or just make up an email that do not exist, it will return []. Whereas if I search for a user or the email of a customer, it will yield a response.

If you know for a fact that this account still exists, I'd suggest double checking the URL and verifying that the email is written correctly.

[Yuma Runhaar]

Hi @Tobias H 

I have the same problem. I have tried your way with the json. Found the accountid. But when opening in users, I get the following screen:

I can not add a group, also the administration options are not available. 

Do you have another idea to get this user activated again?