Not able to login as Customer

[Summer Elliott]

I am the admin for my Jira Service Desk. I have added my teammates as Customers in Portal. One of the people I have added is now unable to log in and is not receiving the Reset Password email. She is the only one. 

Steps taken:

Reset password link

I commented on a ticket she had previously submitted but she didn't receive that email either. 

We checked her spam.

Her email account is working as expected. 

[Angélica Luz · Accepted solution]

Hello Summer,

Thank you for getting in touch with Atlassian Community!
If I understood correctly, she was able to login previously, is that correct?
When did this issue start?
What error is she receiving when she tries to log in?
Can you ask her to open the developer tools on the browser to check if it shows an error on the login page?
Is she an internal user without a license or a portal only user?
If she is a portal only customer, can you please go to Jira Administration > Jira Service Desk > Portal only customers and set a password for her?

Sorry for all the question, but it will help us to better understand what is happening and find what may be causing this.

Regards,
Angélica

[Summer Elliott]

Hi Angélica,

Thanks for the response!

She hasn't ever signed in before, I was under the impression she was.

She is not receiving any error, she is able to go through the Reset Password flow but an email never arrives in her inbox, we have checked spam. 

There isn't an error showing in the Dev Tools console. 

She is a Portal User only, I have added her to an Organization in the Portal as well. 

I did attempt to change her password following your steps but wasn't able to find that as an option. The only way I could find her was: Jira Project (Service Desk)>  People > from there I have tried to click on her email as well as select Activity, Profile, Administer User, but it takes me to the People page and there are only 6 Users in that all have Jira Seats. (https://homestarsinc.atlassian.net/people/search)

I appreciate the questions, I have to ask so many in a day it is refreshing to answer them haha. 

best,

Summer. 

[Angélica Luz]

Hi Summer,

You must be a site-admin to reset the password, can you ask a site-admin to create a temporary password for the customer?
They must click on  > Site administration > Jira Service Desk > Portal only customers.
On this page, they must click on the customers' email and click on "Change password":

If it does not work, then I'll raise a ticket with our support, so you can send us the email address of the customer and we can check if there is something blocking email.

Regards,
Angélica

[Summer Elliott]

This worked, thanks!

Summer.