Cannot send password reset email for JSM Customer or reset their password myself

[Michael Cole]

Is there a way to send a password reset email to a jira service management customer? They are trying to reset their password, but are not receiving the emails. I sent them the tips in the password reset article but those haven't worked. I feel like I saw this option before when looking at our customer list so I am wondering if it was removed as part of some update.

Alternatively, is there a way I can update their password for them? I came across a help article that seems to describe doing exactly that, but when I go to the users page, it is only our internal team and none of our customers.

Thank you!

[Peter_DevSamurai]

Hi @Michael Cole , 

In JSM, customers (portal users) are managed differently from internal team members as they're not full Atlassian accounts unless they sign up, so they don't appear in the main Users page (admin.atlassian.com > Directory > Users). That's why you only see your team there; customers are in JSM's "Customers" list (Project settings > Customers) and handle their own resets for security. :)

Admins can't directly send reset emails or update customer passwords (removed in updates for privacy/compliance—no option now). Instead, to solve your problem, you can guide the customer to self-reset via the portal. If emails aren't arriving, it's usually spam/filtering.

I know this way is not ideal but you can follow the below steps:

• Go to your portal login (yourself): your-site.atlassian.net/servicedesk/customer/user/login.
• Click "Forgot password?" > Enter their email > Submit.
• If your customer finds no email: Ask them to check spam/junk/promotions (from no-reply@atlassian.com). Try a different browser/incognito. If corporate email, whitelist Atlassian domains in IT.

• If still no luck: As admin, JSM settings > Customer access > Ensure "Allow customers to sign up" is on (or invite them manually via Customers > Add customer > Send invite—triggers a setup email with reset link).

• Note: 

  If they're portal-only (no account), they don't need a password, they just need to access via email verification code. For full accounts, direct to id.atlassian.com/login/resetpassword.

I hope the below links are helpful for you:

• Change password for portal-only customers

• Similar Article - Reset Customer Password

Hope everything works out well for you!

Best regards, 

Peter

[Michael Cole]

Hi @Peter_DevSamurai

Thank you for your response! I will continue to work with the user, but as they haven't found the email in their spam, I suspect I have have to work with our IT department and see if the email is getting filtered somehow.

Customers can create accounts, but we had to limit it to specific email domains due to spam requests we were getting. This user account does have the right email domain though so I don't think this is an issue. I tried sending them another invite so hopefully that works.

I appreciate the additional links you shared, but I believe both are out of date as they reference the features I wanted to use, but are now removed due to the privacy/compliance reasons you state in your message. The article should probably be updated!

Best,
Michael