Cannot login to my account with correct username and password

[Grace Du]

Hi, 

The error occurred this morning. I was able to log in to my account normally until last night.

I entered my account and password correctly, but for some reason, I cannot log in to my company account. I've tried switching browsers, restarting the computer, and refreshing the page, but nothing is working.

And I've checked with the admin manager, there's nothing wrong with my account.

Please help me solve this issue, thank you.

The error message is as follow:

The following error(s) occurred:

• Please re-enter your login details and type in the word below.

[Ollie Guan]

Hi @Grace Du ,

Pls contact your confluence admin to "Reset Failed Login Count"

https://confluence.atlassian.com/jirakb/how-to-reset-failed-user-login-count-in-jira-data-center-442270086.html

[Grace Du]

Hi, thanks for the help. 

I contacted my admin, he cannot find the "reset failed login count" in the user management page.

We did try to reset my password, it's still not working. 

Is this because of the version difference? Please let me know if you have other options that could help. Thanks a lot.

[Ollie Guan]

HowTo: Reset failed login count from Confluence database

https://confluence.atlassian.com/confkb/howto-reset-failed-login-count-from-confluence-database-695240020.html

[Barbara Szczesniak]

@Grace Du It looks like the pages @Ollie Guan refers to are for Data Center only, but your tags indicate that you are using the Free Cloud plan. 

What happens when you enter your details and the word in the captcha? Do you get a similar message again? Have you tried using the Forgot your password? link? This may help identify if the system is not recognizing the username you are entering or if the password does not match your username for some reason. If it's the latter, you can simply update your password with this link.