Can not log in

[Charles Herbert Matovu]

We have not been able to log into Jira for three days now

[Trudy Claspill]

Hello @Charles Herbert Matovu 

Welcome to the community.

What happens when you try to login? Do you get some sort of message? If so share that message with us.

Were you previously successful in this login? If so, when were you last successful?

Can you share with us the URL you are trying to access when you get this message? Leave out the base URL portion (i.e. https://someCompany.atlassian.net) and share only what comes after that.

Are you an end user of the system or an administrator of the system?

[Charles Herbert Matovu]

jira/software/projects/SW/boards

[Trudy Claspill]

Are you an Administrator for this subscription or an end user?

When you were previously successful accessing this site did you see a Customer Portal/Help Center or did you see the internal view that is accessible to Jira User and JSM Agents?

[Charles Herbert Matovu]

End User

[Nikola Perisic]

Welcome @Charles Herbert Matovu !

• What is the error message that you receive?
• When was the last time you accessed Jira?

[Charles Herbert Matovu]

I last accessed Jira last week 24 or 25 April 2026

[Anastasiia Dimnych]

Hi @Charles Herbert Matovu,

I’m sorry to hear you’re having trouble getting into your account. Because account access involves verifying your identity and handling sensitive information (like your email or security settings), we cannot troubleshoot this in a public forum. To keep your account secure, we need to move this to a private conversation with our Support team.

Please take these steps to get help:

• Visit our Support portal.

• If you can't log in to the portal, select "Unable to log in" from the options provided.

• Provide the email address associated with the account you're trying to access.

Our support teams will work with you 1:1 to verify your ownership of the account and restore your access.

Best, 

Anastasiia

[Arkadiusz Wroblewski]

Hello @Charles Herbert Matovu 

First, if you are not Admin, Contact him that he can check that. If you are, then @Nikola Perisic  please Flag this post for Support to Check, because over a Week without access tending to Instance problem.

[Charles Herbert Matovu]