Details
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Suggestion
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Resolution: Unresolved
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None
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5,094
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1,431
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Description
Issue Summary
When attempting to invite a user to a site, there are several circumstances in which the invite will fail and the admin will be shown an ambiguous error message:
Error 1:
Unable to send invites We were unable to send any invites because one or more accounts you invited are deactivated. Remove these accounts from your invite and try again.
Error 2:
We're unable to invite users
At least one user has an account that is deactivated or suspended. Only an organization admin can restore their access. If the account doesn't exist in your organization, contact support.
Note that the copy was updated in a bug here: ID-8211 , but this still causes confusion as the customer doesn't know who's deactivated and why
Error 3: Similar to error 2
We're unable to invite users
At least one user has an account that is deactivated or suspended. Restore their access or remove this account and try again.
These errors have generated a large number of community posts and Support tickets.
Expected Results
A clear explanation of which user cannot be invited, and guidance on what to do next.
Actual Results
Generic error message without indication of which user is at fault (in the case of a multi user invite) or what steps are required to fix the problem.
Workarounds
- Unable to Invite Users (With Managed Accounts) to a New Site
- Enabling a deactivated account to provide site-access
- If the above two articles don't help, we recommend creating a Support Ticket with us. Thank you!
- For error 3, check the status of the account and if all are active then check if they appear on the users management, it is likely they will appear but will not have access. The solution for this is to grant site access from the user profile instead of inviting them.
Notes
Invite errors that are tracked elsewhere:
- ID-8215 – The UI message "This account is deactivated <name> no longer has access to Atlassian account services. Their account was deactivated by Atlassian" is sometimes shown incorrectly
- ID-7650 – Inviting existing users should show an error message
- ID-8261 – User management default "Active" filter causes confusion
Attachments
Issue Links
- duplicates
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ID-8245 Incorrect error message shows when inviting an existing user
- Closed
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CLOUD-11241 As a site-admin, I'd like to see a better error message when inviting a disabled user
- Closed
- is duplicated by
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ID-8320 Make it easier to invite users by clearly showing deactivated/suspended users in Manage Users
- Gathering Interest
- is related to
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ID-8211 When inviting a disabled managed user, the error message incorrectly says to "Grant them site access"
- Closed
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ID-8352 [Tracking in issue links] Tracking various Invite issues
- Gathering Interest
- relates to
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ID-8094 Misleading message is shown in the user details of a managed account that is pending deletion
- Long Term Backlog
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ID-7989 Misleading message is shown in the user details of an unmanaged account that is pending deletion
- Long Term Backlog
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CLOUD-11241 As a site-admin, I'd like to see a better error message when inviting a disabled user
- Closed
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ID-7719 Inviting a deactivated user to a site is not explicit enough
- Closed
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JRACLOUD-79503 Show clear error message while inviting users directly after Jira site import
- Closed
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ID-8261 User management default "Active" filter causes confusion
- Gathering Interest
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JRACLOUD-79556 When a user invites their own email address to the project return a more meaningful error message
- Gathering Interest
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ENT-1365 Loading...
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