Customer is unable to register to use the Portal, she is an employee

[Julie Dickerson]

I have a customer that is unable to register her email address when going onto the portal for the first time.  The email address she is using is the work email however she is getting nothing coming back to her.  How do I get the system to allow her access?

[Angélica Luz]

Hello @Julie Dickerson,

Thank you for reaching out to Atlassian Community!

Just to make sure I’ll share the correct steps, I would like to know if she is already a user on the site (using Jira Software or Confluence).

If she does, it’s not necessary to create an account on the portal, otherwise, she will have duplicated accounts which can cause issues with permissions.

Can you please go to the Service Management project > Customers and add her account there?

Kind regards,
Angélica