Issue Summary

Around 4/1/2025, deactivating a managed, synced via SCIM started showing the following message on the managed account profile page: "This account is deactivated. <email> no longer has access to Atlassian account services. Their account was deactivated by Atlassian."

Before this date, only the following message was shown: "This account is deactivated. <email> no longer has access to Atlassian account services."

While neither is particularly helpful, the new message implies that Atlassian did something to deactivate this user, rather than this being an issue with the identity provider requesting that Atlassian deactivate the user.

Steps to Reproduce

1. On a SCIM synced managed account, SCIM sync a deactivation
2. Navigate to the managed account's profile (https://admin.atlassian.com/o/<orgid>/members/<aaid>)
3. Observe "Their account was deactivated by Atlassian." addition to the typical message. (If this does not occur, refresh the page a few times and it will appear.)

Expected Results

The original error message is shown: "This account is deactivated. <email> no longer has access to Atlassian account services."

Actual Results

The new error message is shown: "This account is deactivated. <email> no longer has access to Atlassian account services. Their account was deactivated by Atlassian."

Suggested Solution
—

Ideal solution is to provide a more helpful error message, like "This account is deactivated. <email> no longer has access to Atlassian account services. Your identity provider synced an update that requested Atlassian deactivate this account."

Otherwise, reverting back to the original message ("This account is deactivated. <email> no longer has access to Atlassian account services.") would help customers understand that Atlassian did not trigger this action, but merely followed through with a request from the identity provider.

Why this is important
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Customers need to understand why their managed accounts are unable to access any Atlassian Cloud service so they can resolve issues quickly. Without informative error messages, customers are left with no clear resolution path and must contact our support team to learn more, slowing down critical operations.

Workaround

Make sure that the user is active in your identity provider and assigned to the Atlassian Cloud App (or otherwise ensure your identity provider is syncing to Atlassian).

If this still does not resolve your issue, please contact Atlassian technical support.