Active user unable to login

[Rosie Newiss]

Single user with an active account and license is unable to login to our jira instance or reset password.

[Kris Dewachter · Accepted solution]

Hii @Rosie Newiss ,

Do you have some more information concerning the issue ?

• Is the user getting an error message ?
• What exactly does he/she see?
• How is the user created / managed ? Synced from AD by Atlassian Access ?

[Rosie Newiss]

Error is incorrect email/password. 

Reset email not received/Reset via website not working

The user was activated via invite from  https://admin.atlassian.com  

[Kris Dewachter]

What is the status of the user in https://admin.atlassian.com  ?

[Rosie Newiss]

Hi Kris, the user is showing as active with a licence. There's an option for jira admins to log in as them, my admin logged in to the account and it works fine. Its just the user who can't login.

[Kris Dewachter]

Hi @Rosie Newiss ,

I would try reaching out to Atlassian Support. Maybe they can check in the logs what's going on with the user. If an admin can impersonate the user, then the setup seems to be fine.

Best regards,

Kris

[Rosie Newiss]

thanks, will do that