When user tried to login to Jira SM Portal, jira block their account

[Dona Dianisya]

Hi @Atlassian Expert

I have a question, we found several cases that when the user in our company (using employee email) tries to log in to our Jira Service Management Portal they will be blocked by Jira. But when I checked, we had already opened the customer permission to access the customer portal.

Could you please suggest to me what I can do to open the block of the user?

[Marc - Devoteam]

Hi @Dona Dianisya 

How are the customer permissions set, can users sing up or do they need to be added?

If the users needs to be added, is the user granted the customer role on the project, or how are the permissions set in the permission scheme?

[Dona Dianisya]

Oh so I need to check the permission scheme first right?