Help needed: Org Admin lost Jira access and cannot manage users (Free Instance)

[Arnaud Aubert]

Dear community,

I am reaching out regarding a client who is currently unable to manage users on their free Jira instance.

The client's account has "Organization Admin" rights but somehow, his account doesn't have product access to Jira anymore. There are no other users on the instance with the necessary permissions to grant this access back.

They are completely locked out of user management.

Has anyone encountered this specific scenario before, or does anyone know of a workaround to restore required access?

Thank you in advance for your help!

[Trudy Claspill]

Hello  

In the first screen image, showing the padlock, which feature are they trying to access? None of the options shown on the left are highlighted.

Is the second image for the user that you said is "locked out of Jira"? Based on that image they should be able to access Jira.

1. What happens when they try?
2. And are they using the URL to get to the home page of Jira or trying to access a specific artifact like a work item or board?
3. Have they tried through another browser app, or after clearing their browser cache, or using a private browser window? Browsers may cache the identity used in the browser (like Google Chrome) and submit that identity when connecting to Jira Cloud even through the user manually enters different credentials in the login screen.