User can't log in. Not getting reset-mails

[ian_finlay]

The user has changed nothing, just can't log in. What options are available to me?

She is temporarily working with a new account set up using her personal e-mail address.

[Andy Heinzer]

Hi Ian,

I understand that one of your colleagues is unable to login or get emails from a Cloud site.  It is possible that Atlassian's own system got a bounced message from a mail server which could prevent further attempts to send notifications to that address in order to avoid being blacklisted by a mail server.

If you could let me know what email address was attempted to be used here I can try to investigate this further myself.  But I understand if you don't want to post this user's email address to our public site like Community.

In cases like this we would expect that the site-admin of this Cloud site would create a technical support case about this problem.  However from looking at this info, it does not appear that your account is a site-admin of the site in question.  So you might want to reach out to your site-admin and ask him/her to go to

1. https://support.atlassian.com/contact
2. Select Technical issues & bugs
3. But sure to select the product and the Cloud site and include the site URL here.
4. The description should have details about the user's email address, and from their our Cloud support team can investigate this further.

However if you were to try these steps, your request would be routed back here to Community because you are not the site-admin of that site.

I hope this helps.  Please let me know.

Andy

[ian_finlay]

Thanks Andy, that's very helpful.

I will talk to our site-admin.

Regards

Ian

[ian_finlay]

I've been made a SITE-ADMIN but I still cannot submit a technical support request. Do I have to be the ORG & SITE-ADMIN?

[Andy Heinzer]

Hi @ian_finlay 

I can see that you are a site-admin of that cloud site now.  Perhaps there is still some problem with one of our systems syncing that data.  I'll have to investigate that part.  

In the meantime, I have created a support request for this problem on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-571569

Cheers,

Andy

[Andy Heinzer]

@ian_finlay Please reply on that ticket with the email address of the affected user.

Could you also please let me know, (here in Community) how much time passed between you becoming a site-admin and attempting to a new request on support.atlassian.com ?  Just trying to get a better understanding of the expected time for this account change within our own systems.

Andy

[ian_finlay]

Hi Andy - this was due to user error on my part. I had selected the wrong Service Desk product.

Thank you for creating the support request, I have added the user information.

Ian