Atlassian Support Login broken (NOT password issue)

[Justin Coombs]

I need to submit a support ticket (or check on one) but every time I try I get this:

Error!

An error occurred during authentication. Please try again. If the error persists, contact the site administrator.

I can user other Atlassian (like my.atlassian.com) sites and resetting my password does not help.

What would you guys suggest for straitening this out?

Thank you,

Justin

[Angélica Luz]

Hi Justin,

As per your screenshot, it looks like you are being redirected to our Jira (for internal users only) and not the customer portal.
Can you please try to login using the link of our customer portal?
- https://getsupport.atlassian.com/servicedesk/customer/portal/23

To create new tickets you can use support.atlassian.com

If you still face issue to login in the portal, please try using incognito or another browser, maybe something is blocking your login.

Regards,
Angélica

[Justin Coombs]

Hi Angélica,

I followed the link you gave and it arrives at the same error.

Here is the full URL it brings me to:

https://getsupport.atlassian.com/plugins/servlet/authentication?auth_plugin_original_url=%2Fservicedesk%2Fcustomer%2Fportal%2F23&code=Rgp_NY0HsFMd2UF1&state=266f0ec4-e4ed-48fa-a1bf-e926406362e0

(Fresh screenshot below)

Clicking the login at the top just come back to this error as well in case that knowledge helps.

Thank you,

Justin

[Justin Coombs]

This happens across browsers and devices and on private/inconito mode once I try to log in with my email.  Has my account ended up in the wrong directory or with the wrong groups on it?

[Angélica Luz]

As part of our troubleshooting process, have you recently changed or cancelled your account using this e-mail address?

[Justin Coombs]

No, but about a year ago I have assistance transitioning emails, and I do not believe I used support since then.

[Angélica Luz]

I was able to check that last year you contacted our Customer Advocates asking to delete your account to associate it with the right email, due to that, your account (the same email you are using here in community) was deactivated. May we activate the account again?

[Justin Coombs]

This email is the active one.  The other (With "external" in it) is no longer accessible.

Take what action you think is appropriate.

[Angélica Luz]

Your account is active now. Please, try to login again and let us know if everything works as expected.

https://getsupport.atlassian.com/servicedesk/customer/portal/23