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:

[Rick]

Thank you for the help.  Under Atlassian apps I do have Jira listed with no warning marks on it.    In Users for my email Jira is set to User and User Access Admin, for Jira Admin it's set to App Admin. 

[Trudy Claspill]

I've flagged your post here in the community to raise it to the attention of Atlassian team members who will be able to look at your account/subscription and user account to see what might be happening. They should respond within 2 business days.

Are other users still able to login?

Have you tried in a different browser app or private browser window? Sometimes a browser (esp. Chrome) caches identity information such that even if you enter the right credentials in the login screen, the identity passed to Atlassian is the identity you used to access the browser app. Using a private browser window can ensure that cached identity is not being used.

[Rick]

Thank you.  No I'm still unable to login.  No difference with a different and/or private browser.  I tried with Firefox, Edge, and even with Samsung mobile on my phone. 

[Shalini Pradhan]

Hello @Rick ,

Good day! Welcome to Atlassian Community :)

Can you try removing the product access and provide product access again and then login and see if that helps?

Also, please provide us your cloud site URL.

[Rick]

I'm not sure how to do that.  My URL is homeaibase.atlassian.net just received an email today that my account was deactivated due to inactivity.  Thank you

[Shalini Pradhan]

Hello @Rick ,

Thank you so much, I am checking with the internal team, will keep you updated.

[Shalini Pradhan]

@Rick ,

Good day! I got an update that the license has been deactivated by the system due to inactivity. The deletion will happen on 17 Feb 2026. 

Please share us your approval if you want to reactivate the site

[Rick]

Yes of course I don't want the deactivation or deletion.  My issue is I can't login so there is no activity.  I'm also not sure why it's only been about 2 weeks before the account was noted inactive. Please advise on how to login, thank you. 

[Shalini Pradhan]

Hi @Rick ,

Thank you for approval, the site is reactivated now. Can you check once please?

[Rick]

I'm still getting the "myemail@gmail.com doesn't have access to Jira on homeaibase.atlassian.net" error when trying to login. 

[Shalini Pradhan]

@Rick 

Can you navigate to admin.atlassian.com -> Users -> Your user account and validate if you have Jira product access?

[Rick]

Yes, I'll copy paste what I previously reported:  Under Atlassian apps I do have Jira listed with no warning marks on it. In Users for my email Jira is set to User and User Access Admin, for Jira Admin it's set to App Admin. 

[Shalini Pradhan]

Let me create a support ticket for you!

[Shalini Pradhan]

@Rick 

A support ticket has been created for you! Please keep an eye on your mail box

[Thomas Shalby]

This is a Jira (Atlassian) issue, not your app or funding status. On free plans, Atlassian will deactivate or remove site access after inactivity even if your Atlassian account still exists. The error means your emailexists, but your user was removed from that Jira site.

To fix it, go to id atlassian and confirm you can log in there. If you can, ask a site admin of sitename.net to re-add your email to the Jira site. If you’re the only admin and the site was deactivated, use Atlassian’s Account Recovery / Site Access Request form . That’s the only escalation path for free plans email support won’t respond, but the recovery form does. academic trophies

[Trudy Claspill]

Hello @Thomas Shalby 

Your statement that Atlassian removes site access for individual accounts is incorrect, I believe. They will deactivate inactive app subscription but they do not remove user access to subscriptions.