User Account has Disabled

[Kerri Simpson]

Hi Guys,

Need some help please. A new User registered for an account in our Jira instance and their account went straight to disabled. Any ideas why?

There was a previous question about this but did not appear to get resolved.

[Suvradip Paul]

Hi @Kerri Simpson ,

Thanks for posting.

As the message suggests did you check with your Jira Admin in your organisation? 

Please check this article which would give some idea about account reactivating in Jira - https://confluence.atlassian.com/cloudkb/enabling-a-deactivated-account-to-provide-site-access-1005792657.html. 

I would still recommend to check with Jira Admin in your Organisation to sort this out.

Hope that helps.

[Kerri Simpson]

Hi Suradip,

I am the Admin for our instance.

I will read the article

Thanks

[Suvradip Paul]

Thanks  @Kerri Simpson for your prompt response! Great. I hope this is pretty straight forward and it would be sorted. 

Please accept the answer if it solved your query so that it helps others in community,

[Kerri Simpson]

Hi @Suvradip Paul

The account is not managed, we do not have any managed accounts. I do not understand how this new account went straight to disabled? There is no where i can see to reactivate it.

Thanks

[Suvradip Paul]

Hi @Kerri Simpson ,

Can you go to admin.atlassian.com  with you access an navigate to Overview and see the products and navigate to manage users and  manage product access - check product access and site access settings . Followed by, please check  Audit log from Jira Settings to trace out.

[Kerri Simpson]

no managed users, product access ok & site settings we dont subscibe to Atlassian Access so dont have the audit log functionality

[Suvradip Paul]

Hi @Kerri Simpson ,

Thanks for your response. So, did you have this issue earlier or is it first time? Do you have similar domain user names registered with you ?

[Kerri Simpson]

Hi @Suvradip Paul 

This is the first time its happened and the email is correct for what we have registered, and all other users have the same domain

[Suvradip Paul]

Ok @Kerri Simpson , I think as per the description you are on Standard Plan , did you report this to Atlassian Support? If not done, could you please check now?

[Kerri Simpson]

@Suvradip Paul no not yet but i will do now, cheers for your help

[Suvradip Paul]

@Kerri Simpson - Yes, I hope it would get sorted very soon.