Atlassian is requesting for user issue identification to unlock an account that we created in tenant

[thtran]

I have a user account that somehow got disabled in Jira when we were making changes to elevate the user permission to site admin.  When we submited the case to Jira support, they said that they cannot enable the account and need to see the user's government-issued identification document.  

Can someone at Atlassian explain to me why you need the government-issued ID? 

We asked the support advocate person and she could not provide the answer.  All she said was that we asked for the document twice.

Since we paid for the tenant service, we enable and disable the account as we see necessary, we create the projects, manage the project, assign permission in Jira then how does Atlassian say that they cannot enable the account with a user id that we created. 

I can create another ID and have the individual access the environment.  Does Atlassian come back will ask for the user government-issued ID for this person?

This request for user identification does not make any sense to me.  

[thtran]

How can I escalate the matter to Atlassian management?

[Sean Szpunar]

I'm not sure if you ever got your situation resolved. I hope you didn't have to send in government documentation.

Good luck with these clowns.

[Sean Szpunar]

I am currently embroiled in this fiasco as well. Much like the original poster, I was attempting to add Jira + Confluence onto my very-valid and very-active user account which has been associated to an active BitBucket account.

Upon adding the products, I received the same lockdown message and similar email notifications.

The incredibly frustrating part is that the support page requires you to authenticate with an active user to send help requests. Can you imagine having to use a secondary account to seek help for a primary account?

I was able to get enough responses from my multiple support tickets to piece together that my site/account was deactivated because my "name" was found on a restricted watchlist by the U.S. Government. 

Excuse me? What nonsense is this?

Why has my original account able to operate for years with zero trouble?

If Atlassian can't manage their own platform, why in the world would I send them government documents to verify my identity?

To take this a step further, I created this account, a third for me, to test the adoption of Jira + Confluence. Guess who has both products without trouble or deactivation? Yeah, this account.

Atlassian, what kind of circus are you running here and why is your support so crappy?

--

At this point, I'm getting neither answers or explanations. Worse still, there's no physical way to make contact with anyone to resolve this. A single phone call would clear this up within 15 minutes.

I've never been so disgusted with or insulted by a platform's support service before.

[Anthony Colarusso]

exactly the same thing happened to me.  US user for 8 years.  Setting up jira account, and now im deactivated. 

There is some problem when setting up jira, which i guess i wont be using

[Ibrahim salem]

This is ridiculous ... How could they block my account in the mid day while I'm still working.
I'll file a suit against this behavior if my business got affected .. 

[Anthony Colarusso]

same

[Stephen Sifers]

Hello Y'all,

We can confirm that any requests for identity verification are valid when sent from an Atlassian.com domain. Atlassian is legally required to comply with certain export restrictions in the provision of our Products. By using our Products, per Section 23 of the Cloud Atlassian Cloud Terms of Service, you agree to comply with those laws and regulations, which may include verifying your identity and providing Atlassian with accurate and complete information.

Accounts are often flagged by our sanctions and export control compliance system due to a lack of information presented at the account level sign-up. This can occur when an Atlassian Account is generated and the full name of the individual is not filled out entirely.

If your account has been impacted in connection with our sanctions and export control due diligence, there are options to escalate for additional investigation:

(Account Deactivated) If your Atlassian account has been deactivated, you should receive a notification and details on how to resolve the issue. If your account has been deactivated for at least two business days and you have yet to receive any notification via email please review the following: please navigate to General inquiries | Atlassian and raise a request under ‘Help with my Account'. Ensure you include the email of the account impacted and any sites/products they would have had access to.

(Account is available but Products are unavailable) If access to your account is available, but you are unable to access your products, we ask that you ensure you are logged in under the correct account and validate that the account in question does in fact have access to the product(s); Give users access to products | Atlassian Support. If the account does have access or the site is no longer available please raise a support request at Pricing, billing & licensing inquiries | Atlassian; please ensure your list your sites that are affected within the request.

Regards,
Stephen Sifers | Product Lead, Community

[thtran]

Stephen,

How do you identify an account or identity that is question by the export control restriction?  For example, I have a user id is 'echen@{company}.com' and you guys disable his account.  How do you identity that this account neeeds to be verify.  There could be millions of users contains the 'echen' as part of their identity.

Your answer to the problem is not acceptable.  You just base on some policy and yet you don't have a method of identification.  You and your company need to do better than this to work out a process and a method to communicating and validation.

In my case, there was no communication sent out to notify of the account until we reach out to Atlassian support.  That is not acceptable.

Regards,

Thanh

[Varsha Joshi]

Did anyone have their account restored after it was deactivated? One of my team members account got deactivated for the same reason of having to provide ID proof. This is so absurd.

[Anthony Colarusso]

There is a problem with the Jira integration. What a complete failure.  Im in the middle of a projects and now im stuck creating dummy accounts so I can create a support ticket bc you can't create a ticket with a deactivated account. 

What a clown product. 

[Jorge Castro]

I have the same problem with another account.  I create a JIRA account to test the services in front of a customer mine.

I don't like to be treated like a criminal and I don't want to be shoved with conditions AFTER a sign for a service. Sight, I will send my PRIVATE INFORMATION so I can recover my information back.

[Deleted user]

I had this happen to me last night out of the blue. Received the same message from Susie Q. I messaged that email address back asking for more details and let them know I will not be providing official government ids; And if the only way to release the account was to provide those documents, go ahead and close it as I will move on to one of the many other project management tools. 

The next morning they replied saying they reviewed my account and confirmed I was blocked in error due to a name match by the US-restricted parties. Which doesn't make sense since when I looked at my account, the only name I had on my profile was a common first name (no last name).

They also sent me instructions so my profile "will not be tagged again by the U.S. Government as a restricted account". Basically how to updated my Name, Address, Organization name and VAT ID. Again, also doesn't make sense because my profile has the address section blank, name was first name only, and organization was also left blank.

Not sure why they are letting the US government flag accounts automatically, seems odd they are letting the government see their individual customers private data at all.

[r rajesh]

same issue happen to me on 24-05-23, can anyone help on this issue

[cdiazal]

I have received same message 17/05/2023

[Diana]

Same! Got the same email too! Any luck getting your account unlocked? 

[Diana]

This just happened to me as well (5.4.23).  I was attempting to do similar things as the others in this thread...  Jira + Confluence - got the same email as well.  And same result; I've been locked out of all my Atlassian products (including Trello - which yes, I still use).  

Then had to create another account just to email support, and low and behold was also able to set up a Jira + Confluence project on that account....This is a total shit-show.  I've been in the Atlassian product "ecosystem" for a long time at this point, and this is the first time I've ever experienced something like this! 

Also curious to know - Has anyone had this resolved? 

[Benjamin Wolf]

Same happened to me on 24-04-23.

Signed up for Jira, and minutes later my account was locked.

To be honest I don't event fully understand what the issue is? If they want me to identify myself they should ask and not close potentially quite important accounts.

Then the fact that you can't communicate with your locked account...really good work,

Anybody else got his account unlocked in the meantime?

Suzie Q commented:

Dear Atlassian user,
​
U.S. law prohibits Atlassian, an Australian corporation with offices in the United States, from providing you with access to our products and services. After analyzing the applicable lists of restricted parties maintained by the U.S. Government, we were unable to confirm that your name was not affiliated with a restricted party. If this is a case of misidentification, please reply with two different copies of official documentation to verify your identity.
​
Official documentation includes, but is not limited to, a government-issued driver's license or identification card, passport, utility bill, mortgage or bank statement, etc. Please make sure your full name and address are clearly visible.
​​
We look forward to your reply.
​
Regards,
Atlassian

Currently the status is: 'Atlassian Received'

[Gift-ed Tech]

We are facing this issue as well, we got blocked suddenly and receive the email as well. We can't even login into the account to view the request ticket, so we replied to the email. Has anyone resolved this and regained access to their resources?

[amathelier]

I am facing the same issue as of today. My professional account has been deactivated once I tried to create a Jira Software linked to my bitbucket account, which I used for years... Do you folks have any update about your cases and how to fix this annoying issue?

[Mahmoud Helal]

This also happens with me, with my work account, till I find a way to resolve this, Is this circus only exist in Jira, or if we migrate to another platform (AzureDevops for example) we may face this also?! if so I see cloud will be no more reliable as there is no clear procedure for preventing our accounts from sudden deactivating without even alert and this -with no doubt- affecting our businesses    

[Sean Szpunar]

So I'm assuming the Legal direct was a lie or attempt at intimidation? I haven't heard from anyone in Legal.

An expert from Support has taken my case, and thus far, he's provided more information than anyone else. However, they're still asserting that my name and email domain have matched on a government-level restricted list, which is absolute garbage.

Atlassian has effed up and they'll do/say anything to not own up to this or correct the situation. They're still demanding I submit copies of identifying information to "clear up" the very obvious misidentification.

It just keeps getting better.

[Sean Szpunar]

I'm going into Day #2 on this disgusting journey, no closer to getting anything resolved, explained, or addressed.

The account that was deactivated for "lacking a full name," when I signed up to use Jira + Confluence is no closer to being reinstated (which isn't a requirement and doesn't warrant deactivation).

--

The negligence and disregard I'm experiencing is maddening.

Most recently, I've been informed my ticket(s) are being redirected to Legal. So I guess some lawyers are going to turn my account back on?

Makes sense.

[Robert Franken]

I am being asked the same thing for my account!  It honestly sounds like something a scammer would say. Did yours say this?

Dear Atlassian user,

U.S. law prohibits Atlassian, an Australian corporation with offices in the United States, from providing you with access to our products and services. After analyzing the applicable lists of restricted parties maintained by the U.S. Government, we were unable to confirm that your name was not affiliated with a restricted party. If this is a case of misidentification, please reply with two different copies of official documentation to verify your identity.

Official documentation includes, but is not limited to, a government-issued driver's license or identification card, passport, utility bill, mortgage or bank statement, etc. Please make sure your full name and address are clearly visible.

We look forward to your reply.

Sincerely,
Atlassian