Permanently locked account can't be unlocked

[Björn Guth]

One of our users was supposed to change their password while being on vacation. Because they didn't react to those mails, the account is now marked as permanently locked and all they are seeing when trying to log on is the following message:

This is also shown in disregard to what is entered as password. I can't find any options in the user management to unlock the account and all I found online was the information that the user is able to reset their password and thus unlock the account. But this doesn't work and all they are seeing when clicking on link send via email is the above shown message.

How can this user be unlocked? Deleting the user or creating a new account is of course out of the question due to their activity in ongoing projects.

[Nic Brough -Adaptavist-]

Welcome to the Atlassian Community!

This is down to your user directory software, Jira server won't give you that message for internal accounts.  You'll need to talk to the administrators of your user directory.