Padlock Problem

[Luiz Henrique Fernandes Ribeiro]

We are having a problem, where even the email registered in our system for customers, and with a license assigned to be able to open a ticket to the IT sector, has users reporting that they are unable to open a ticket, reporting that a red padlock appears on the screen. We saw that adding the user again releases it. However, is there any way to solve this problem once and for all?

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[Trudy Claspill]

Hello @Luiz Henrique Fernandes Ribeiro 

Welcome to the Atlassian community.

What type of project does this concern? You can get that information from the Type column on the View All Projects page under the Projects menu.

What is the link that the users are accessing? We don't need to see the base URL, but can you share everything that comes after that?

How exactly have you granted users a license? Can you provide a screen image of one user's account that shows they have a license? Do obscure confidential information like the user's name and email.