Admin account deactivated without any reason in jira cloud. Could you help us?

[Javier Martinez Barriga]

Hello,

In our company we want to adopt jira cloud. After two days configuring accounts, projects, workflows, etc, my account was deactivated without any reason. Currently am the only admin (I didn't have time to add more admins before the deactivation). So we can not move forward with the configuration and the adoption of the tool. 

We are very concerned about this random deactivation. Is this something we have to be concerned? This issues happen often in the cloud services? 

We have opened tickets to the support team and we currently don't have any answer.

Someone here had the same issue in the past? If so, did you find a rapid solution?

Thanks,

Javier

[Nic Brough -Adaptavist-]

When you say your account was deactivated, do you mean you cannot get into your Cloud system (if so, what is the error message?), or that the Atlassian account itself was shut down (try using it to log in here - if that works, then it's not deactivated)

[Javier Martinez Barriga]

Thanks Nic.

This is the message I have when I try to login in id.atlassian.com:

Hang on, we need to verify a few things before you can log in.

We'll email you within a business day to help resolve this issue.

﹀ Why can't I log in?We are unable to confirm that your name is not affiliated with a restricted entity. A customer advocate will contact you for information that will help us establish your identity.

My coworkers in jira can see that my account is deactivated when they see issues assigned to me.

In other hand I can login in the community site, so not sure what is happening.

[Nic Brough -Adaptavist-]

Ahh, I have seen that once before.  The language in it is poor because it uses two negatives in the important sentence, but it is a problem with Atlassian.

The Cloud systems have a higher security bar than this site and the Atlassian sites - we're a community of end users, and don't have any potentially sensitive information here.  But a Cloud system often does have stuff that the owners consider sensitive, so there are extra checks on access. 

It seems like your account has been flagged for some reason - a bit like the USA's "no fly" list (and both of these system often make mistakes).  It can also happen when systems are getting confused about different Atlassian accounts with the same name.  When I saw it, it was because the Atlassian account had been hijacked and used to attack a system (always use a strong password and never give it to other people)

I'm afraid you have done everything right (asked us, and raised a support request), and there's not a lot more you can do than wait for the customer advocate to get in touch with you.

[Javier Martinez Barriga]

Thanks Nic for the answer. The support team is currently answering us and as an alternative they will give admin permissions to other account of my org to move forward. They will also continue investigating why my account is not active.

[Stanton Chan]

I recently saw this happen to one member of our team and it seems he has had that issue for two weeks now, but has not received any emails from the support team. Is there any way to expedite that?

[Dave Zygadlo]

Log a support ticket at https://getsupport.atlassian.com