Co-worker is not able to access the company's Jira instance

[Carlos Fernando Perez]

One of our techs is not able to log in to the company's instance of Jira.

He is using the following link:

https://panasonic-na.atlassian.net/servicedesk/customer/user/login

The error message he is getting is " We couldn't give you access. Use another email and try again"

It seems he is not the only one, but he is the one that we need to give access first.

He has tried different browsers and both corporate email and nothing seems to work. I don't think he had access before, but none of us know how to request access to this instance if the didn't have access.

Can you help us with instructions to request access and in case he has an account to re-establish his access?

[Jehan Bhathena · Accepted solution]

Hello @Carlos Fernando Perez ,

You may want to check a few of the below items :

• Is the users Atlassian account disabled? With a recent change if the users Atlassian account is disabled they may not be able to login https://community.atlassian.com/t5/Jira-Service-Management-articles/A-dedicated-product-access-role-for-internal-customers-in-Jira/ba-p/2279244
• Check if your portal allows new signups https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/
• Check if the user you're trying to authenticate has the correct domain and as per your portal settings

Do let me know if any of these help in debugging your use case.

[Carlos Fernando Perez]

Hi Jehan, Thank you so much. We were able to request access to the instance needed. The account was not disabled, it was not created in the first place and they wanted to log in directly without an Attlassian account. 

Thank you for the reply anyway, since the first bullet gave me the idea that the account might have an issue itself.