External user unable to log in to jira

[shangshang_wang]

Hi team

On March 25, we confirmed that an external user (youji3.tomeda@medical.canon) was required to use an OTP and could not log in to Jira.

We would like to confirm the following:

• Could you please let me know the solution?
• The Atlassian Cloud Support Team mentioned that the policy change (requiring OTP for external users) started on December 1, 2025, and applies to all external users. However, we received a report from client last week, and it appears to affect only one user. Could you please clarify the reason for this?

Thank you.

[Marc -Devoteam-]

Hi @shangshang_wang 

Check the External User Policy, what is setup in this policy?

Also export all users from that policy, is this user in the policy?

[Kishan Sharma]

Hi @shangshang_wang 

An external user in Atlassian is someone whose Atlassian account isn’t managed by your organization. If you want to allow external users to access your organization without verifying their identity, you can set authorization method to None in your external user policy, so that external users are not required to log in a second time. You can read more about Available external user security policy settings 

[Asha Goyal]

Hello @shangshang_wang 

Welcome to the Atlassian Community. 

Could you please check if whitelist the @medical.canon domian in Atlassian Access so users from that domain can authenticate via SSO instead of OTP. 

Thanks

[M Chandra Shekar]

@Asha Goyal  I agree but If SSO not enabled for his account. He must provide password to login.