User joined through invitation, unable to access project

[Jira cookee admin]

I invited a user and now the total users is 9 (within free tier). the user was unable to access the project. the screen tries reload many times and shows the following error:

What to do?

[Jason U]

Hi there,

This issue usually happens due to one of the following reasons:

1. 🧩 Site access not granted yet:
   Go to Admin → User management → Products → Jira Software and make sure the invited user is added to a group that has product access (e.g. jira-software-users).

2. 🔑 Project permissions missing:
   Even if the user has product access, ensure they’re also added to the project role (like Member or Viewer). You can check this under Project settings → People.

3. 🧼 Browser / cache issue:
   Have the user try in a private/incognito window or clear cookies — especially if the page keeps reloading.

If all looks correct and it still fails, since the trace ID is visible, you can share it directly with Atlassian Support so they can review the backend logs for your site.

There have been cases where newly invited users weren’t automatically added under the “Products” section after accepting the invite — even on Free plans. Double-checking and manually assigning access there usually resolves the issue right away.