Client is unable to log into portal

[Michelle Lai]

Hello

We have a customer who has been able to log into our customer portal for many years with no issue. Then in the last 2 weeks this user is no longer able to access and initially got this message 

Our team checked her user name and she still had access to the organization.  She had noted that she also uses the same email address for her own company Jira access and has no problems accessing their site using her company's url. 

We have done the following steps in order to try to access

User has cleared her cache

User has gone in as incognito mode 

We also set up user with using another email address and no issues logging in with that address but this had to be removed due to compliance reasons

User reached out to her on IT department and the confirmed every thing was correct on their side and repointed user back to us

We tried remove her email address from the organization and then readding her back but she never received the link and we also observed we no longer see her email at all under customers as we were expecting to see her email with the message Resend invite. 

We suspect there's conflict using her email address since it's also being used for her Jira organization. What are the appropriate steps to remedy this.  

Any guidance would be much appreciated. 

Thank you!

Regards,
Michelle

[Calvin]

Hi Michelle, in the site admin User Management page (Settings Cog > User Management), I think on the left side bar there is something like "Jira Service Management" where you can see all the customer users (not the Atlassian Org ones). When you search for the user, a few times I've had to go to the right side and in the 3 dot menu choose "Migrate to Atlassian Account".

I could be wrong but what I think happens to us, is somehow the user has had a customer account created and Atlassian defaults to the internal customer one of the Service Management instead of their Atlassian one with access.

[Arkadiusz Wroblewski]

Hello and welcome to Atlassian community @Michelle Lai 

Could you please check the following?

What is the complete URL shown when the customer receives the error? Does it contain /servicedesk/customer/, or is she being directed to the Jira site root or an internal Jira link?

When you say she still had access to the “organization,” do you mean a JSM customer organization or your Atlassian organization/site directory?

Does her email appear in both of these locations?

Atlassian Administration → Directory → Users

Products → your site → Jira Service Management → Portal-only customers?

That error usually means she is hitting the internal Jira site root and not the customer portal, so first verify that her URL contains /servicedesk/customer/.

Next, check if her email is duplicated under Atlassian Administration → Directory → Users and JSM → Portal-only customers. If she exists in both, migrating the portal-only account to her Atlassian account will fix the conflict permanently. If she only exists in the Directory, simply ensure her account has active site access and the JSM Customer role assigned.

Cheers,

Arek 🤠