Some users cannot access Jira Cloud despite being project admins (Confluence access OK)

[AMOUR]

Hello,

We are facing an inconsistent access issue on our Jira Cloud instance.

Some users are unable to access Jira, even though:

• They are listed as Administrators in the project user management:
  https://constellation-di.atlassian.net/plugins/servlet/project-config/<Project>/people
• They do have an Atlassian account
• They can access Confluence without any issue
• Jira Cloud has been properly configured to allow user access (products, permissions, groups)

For some users, everything works as expected.
For others, access to Jira is still not possible, despite the same configuration.

This makes the behavior inconsistent and difficult to explain from an administration perspective.

Could you please help us investigate:

• Why some users with the same configuration can access Jira while others cannot?
• Whether there could be an issue related to product access, synchronization, or account state?

If needed, I can provide:

• User email addresses 
• Screenshots of configuration

Thank you in advance for your support.

Best regards,

[John Funk]

Hi Amour,

This appears to be a license issue because they can't even get to the domain.. Go to Settings > User Management. Search for and click on the user. There it will show you what product licenses they have. 

[Hana Kučerová]

Hi @AMOUR ,

please check, whether these users have Jira license.

[Nikola Perisic]

Hello @AMOUR 

What were the steps that you took to investigate that user doesn't have access to Jira space?

What are the error messages that these users get? Is it the same or different error?

[AMOUR]

The users get the same error message :

 

They try to connect to our project. They are added to a Team and to the project as administrator. 

The users were added by the constellation administrator to the required Jira Cloud groups.

We verified that they have valid Atlassian accounts. We also performed standard troubleshooting steps, including clearing the browser cache, logging out and back into their accounts, and testing access using multiple browsers.