This user's Atlassian account has been disabled.
Asked by Ayrton Carter:

One of my service reps is getting issues to login to Jira SD cloud.  

After checking in admin.atlassian I found out that his user is disabled and presented in fact with this message:  

This user's Atlassian account has been disabled. Contact the user's organization administrators to enable the account.

Unlike other accounts, this one I cannot re-enable or 'grant site access' and quite literally nothing else I can do actually.   
Can someone please instruct me how I can re-enable this account please?


Answers:
author: Shannon S
body: Hello Ayrton,

Thank you for reaching out to us! Happy to help.

This error means that the user's Atlassian account has been disabled everywhere in our system, and not just on your Cloud instance. It would need to be re-enabled by the organization's admin. You'll need to check the domain of their email address and then find the person who administers the user accounts for that domain.

As the organization admin, they will be able to re-enable the account from [admin.atlassian.com](https://admin.atlassian.com). From there, click on **Directory \> Managed Accounts** . Click on the account, and then click **Reactivate account** on the top right. If you do not have these options, then you are not the admin for the organization.

I hope that clarifies things! If you're having trouble determining the admin for your organization, please reach out to [Cloud Support](https://support.atlassian.com/contact).

Regards,

Shannon

comments: author: Ryan Strickler
body: Hello Shannon,

I'm having the same issue, unable to find "Directory \> Managed Accounts" path... Please help!

Thanks!


author: Shannon S
body: Hello Ryan,

Thank you for letting us know you are running into the same issue.

If you're not able to find **Directory \> Managed Accounts** , then that means you are not the Organization Admin for your domain. Keep in mind that the role **Site** **Admin** is different from the **Organization** **Admin**. The Site Admin administers the Cloud instance itself, but the Organization Admin administers all email addresses in the Atlassian User system under one email domain. So that means that you could have users on separate Cloud instances but all from the same email domain as yours.

You'll want to reach out to your Organization Admin to help you with this. If you aren't sure who that is, you would have received an email when the domain was claimed in our system, and including the name of the Organization Admin there.

If you aren't able to find that email, please contact the [Cloud Support Team](https://support.atlassian.com/contact). They will be able to help you get in touch with that admin.

Regards,

Shannon


author: Alexander Kramer
body: I have the same problem, and have already tried the suggested solution. Now, in admin.atlassian.com the user is no longer disabled, but he is still disabled in user management on company.atlassian.com. Is something not syncing right? I have already waited three days for the enabling to be reflected in user management.


author: Shannon S
body: Alexander,

For this issue, please contact our [Cloud Support Team](https://support.atlassian.com/contact) as above; they will be able to help you with this problem.

Thank you!

Regards,

Shannon


author: Sreedevi Raman Pisharody
body: Hello All,

I am not getting Reactivate user option, any suggestions to resolve this issue.

We have our instance enabled to SSO, is that a cause for not able to view the Reactivate button?

Kindly advise


author: Allan Z??iga
body: Para habilitarlo debe ser un "Administrador de la organizaci?n",

![admin.png](https://community.atlassian.com/t5/image/serverpage/image-id/203760i8F66E98F14EF2375/image-size/large?v=v2&px=999 "admin.png")

que **no es lo mismo** que un "Administrador del sitio".

Si cumple lo anterior:

* Ingrese a: <https://admin.atlassian.com/>
* Seleccione la organizaci?n correspondiente (Puede tener varias).
* Seleccione la opci?n Directorio![Directorio.png](https://community.atlassian.com/t5/image/serverpage/image-id/203758iCF0EF8E6918BC505/image-size/large?v=v2&px=999 "Directorio.png")
* Busque al usuario, selecci?nelo y una vez dentro seleccione reactivar cuenta.![Reactivar.png](https://community.atlassian.com/t5/image/serverpage/image-id/203759i346CCFFBBF13EE56/image-size/large?v=v2&px=999 "Reactivar.png")

Espero le ayude a alguien mi respuesta.


author: Allan Z??iga
body: Jira Cloud

hello I have a similar problem, in my case I deleted a user, then I invited him again and he did not let me send the invitation because it says that it is deactivated, when in fact it no longer exists. What can I do there?![Rechazo de invitaci?n.png](https://community.atlassian.com/t5/image/serverpage/image-id/202066iE727E93D26D8FFC6/image-size/large?v=v2&px=999 "Rechazo de invitaci?n.png")


author: Madhur Bhatia
body: One of the users who i was adding to user management list and provisioning a license to, shows as an inactive user with the following error - This user's Atlassian account has been disabled. Contact the user's organization administrators to enable the account.

I am my org's organization admin. I am able to navigate to Directory --\> managed accounts.

it asked me to verify the domain first and shows a wait time of 72 hours

comments: author: Shannon S
body: Hi Madhur,

Welcome to Atlassian Community! It's nice to meet you.

Please report this to our [Cloud Support Team](https://support.atlassian.com/contact) and we can have a look at this for you directly on your instance.

Thank you!

Regards,

Shannon


Tags: cloud

confluence-cloud

jira

jira-service-desk