Can't login!!!!!

[Rick]

I'm on a free plan.  We are in downtime waiting for funding for our company so haven't used the app.  On 1/15/26 I was notified my account would be deleted if I didn't log in.  So I logged in, had customer service reset my account and they verified I would be ok.

Yesterday I received another email that my account was going to be deleted due to inactivity unless I logged in.  I went to login but am getting the error message:  "email.com doesn't have access to Jira on sitename.net"  I can't contact customer service because this is on a free plan.   I tried resetting my password and recovering my account. 

Anyone know how I can escalate this to customer service, or figure out why I can't login?!?

[Trudy Claspill]

Hello @Rick 

Did you set up this subscription to Jira or are you using a subscription set up by somebody else?

Can you access https://admin.atlassian.com, go to Directory > Users, and make sure that you have a role assigned to your login/email for the Jira product?

[Rick]

I can access that link and I can see my username is active and is the admin. I don't have a sub, as I mentioned my account dropped down to the free level. (I originally set it up) 

[Trudy Claspill]

A free subscription is still a subscription and would still show up in your Organization.

In the Admin hub click on Apps > Atlassian Apps. Is the Jira app listed there? If so does it have a triangular Warning symbol next to it?

If the app is listed there and does not have a Warning symbol, then go back to Directory > Users and open the details for your login account. In the App Access tab does it show the Jira and Jira Administration apps? Does it show a role assigned for each? If so, which role(s)?

Example: