Jira Cloud - Created New User but they are unable to access projects

[Stuart Donkin]

Having difficulty with new user creation for one user:

New user was created from Admin - Users but no activation email was received by new user. 

User record has application access granted for Jira and Confluence on their user record page and have correct groups assigned 

Attempted to reset password but when user attempted they were told account has been deactivated in User admin this was not the case 

De-activated and then activated user and when they then attempted to login they got the "Hang on, we need to verify a few things before you can log in." message with the comment "We'll e-mail you within a business day to help resolve issue" 

New users have been set up and being able to access the application since this issue so seems to be user specific. 

[Petter Gonçalves]

Hello Stuart,

Have you tried to completely delete the user and recreate it from scratch to check if the invite e-mail is received? Please, ensure that you flagged the option to send the e-mail.

Atlassian e-mail servers automatically blacklist an e-mail address in case the first invite e-mail has not been received for external reasons (Address not configured yet to receive e-mails, Firewall block, etc).

Since the problem has not occurred for other users, I believe this is not related to a firewall blocking, however, this is worth contact Atlassian support team to check if the e-mail is not bounced on Atlassian Servers in case the delete/recreate action does not work.

If the problem also happens for other users, please ensure that their firewall is properly configured to whitelist the domains and IP Ranges on the following link:

- Atlassian Cloud IP ranges and domains

[Stuart Donkin]

Hi Petterson,

Have deleted and recreated the user but issue still persists. User is unable to log in have raised a ticket with Atlassian support team  

[Kai Paro]

I'm having the same issue here with a user.

User had a working account that went inactive for some reason.

Searching for the user under "active users" does not find him, but if i change the filter to "inactive users" he comes up.... although it shows the option to deactivate user.

Got the same message:

"Hang on, we need to verify a few things before you can log in." message with the comment "We'll e-mail you within a business day to help resolve issue"