User unable to access JIRA & Confluence
Asked by Finneva@1:

Dear Team,

I am an admin and I have added the user (saurabh.gupta@finneva.com) and granted access to the projects applicable. User is able to reset password, however using the new password when he tried logging in, he is getting the error message as seen from the attached screenshot. Could you please advise how to resolve this issue ?

Thank you.

![Screenshot 2022-12-12 144057.png](/t5/image/serverpage/image-id/230087iBF1BBA3D6053F6C9/image-size/large?v=v2&px=999 "Screenshot 2022-12-12 144057.png")


Answers:
author: Alex Koxaras _Relational_
body: Hi [Finneva@1](/t5/user/viewprofilepage/user-id/5099364) and welcome to the community,

From the message you pasted here, it seems that the user's account is inactive. That's why he can't log in.

* Go to your jira \> cog wheel \> user management
* Select filter \> suspended
* Find your deactivated user and click restore access:

![restore access.png](https://community.atlassian.com/t5/image/serverpage/image-id/230161iFEA11FDC96EFDC5A/image-size/large?v=v2&px=999 "restore access.png")

That should do the trick. Let me know!

comments: author: Finneva@1
body: Dear Alex,

Thank you for the response.

I am unable to view the ''user management'' option? Could you please guide me further.

Regards

![Screenshot 2022-12-13 110820.png](https://community.atlassian.com/t5/image/serverpage/image-id/230222i9C907DB8066A5368/image-size/large?v=v2&px=999 "Screenshot 2022-12-13 110820.png")


author: Alex Koxaras _Relational_
body: [Finneva@1](/t5/user/viewprofilepage/user-id/5099364) To find what I told you from the route you've chosen (because you didn't go on the cog wheel, but elsewhere) click on administration, select your organization (if prompt), click directory. Then find your user and do what I told you above.


author: Finneva@1
body: Dear Alex,

Thank you for your revert. I tried the way you suggested. I could still not find the user under ''suspended''. What could be the issue. Will be guided by you.

Thank you.![Screenshot 2022-12-21 173056.png](https://community.atlassian.com/t5/image/serverpage/image-id/231567iAD5164E9E4498AEC/image-size/large?v=v2&px=999 "Screenshot 2022-12-21 173056.png")


author: Alex Koxaras _Relational_
body: If you click on "Deactivated" can you see that account?


author: Finneva@1
body: Hi Alex,

I did select ''deactivated'' still could not see the user.

Would highly appreciate if you could help resolve this issue. Looking upto you.

Thank you

Regards

Ramesh


author: Alex Koxaras _Relational_
body: [Finneva@1](/t5/user/viewprofilepage/user-id/5099364) sorry, but I dont have enough info to resolve your problem. I need you to share screenshot from the place you search for that specific user, and of course the results.

Are your users managed?

Have you verified any domain?

Did you grant that user access only to confluence or to another product as well?

What is the role of that user? I mean, is he going to be a normal user like you, or a customer on a JSM project?


author: Finneva@1
body: Dear Alex,

Please find below my responses:

Are your users managed? - Yes

Have you verified any domain? - I didnt specifically verify any domain.

Did you grant that user access only to confluence or to another product as well? - The user was granted access to both Confluence and JIRA and was able to access the pages until couple of weeks ago. However all of a sudded he is unable to view the pages.

What is the role of that user? I mean, is he going to be a normal user like you, or a customer on a JSM project? - He is a normal user in my team and was granted ''member'' permission.

Do you think we can do a teams call to resolve this ?

Pls let me know

Regards

Ramesh


author: Alex Koxaras _Relational_
body: [Finneva@1](/t5/user/viewprofilepage/user-id/5099364) unfortunately we can't do a teams call. This is not how community works.

Can you provide the screenshots I've asked you on my previous reply?


Tags: cloud

confluence-cloud

jira