User with Active status in Jira Admin Not Able to log in

[Dawn Basch]

I have a user that shows as active when i look at manage users for Jira, but they are not able to sign in when they click to open Jira URL.  they are presented with a login screen. They are listed as a user role AND they are added to at least 1 project in Jira.  

[Trudy Claspill]

Hello @Dawn Basch 

So, the user is presented with a login screen. They need to enter their Atlassian Account login and password. Have they done that? What happens after that?

[Dawn Basch]

They don't recall their password and there isn't an option to reset it.

[Trudy Claspill]

Is the user a Managed Account, using a login in a domain that you have claimed?

Have you tried the steps in this documentation?

https://support.atlassian.com/user-management/docs/make-changes-to-a-managed-user-account/#Require-a-user-to-reset-their-password

[Scott Schellhardt]

Hi Dawn,

Does the user have the a software/jsm agent license ? 

[Dawn Basch]

What happens if i suspend access for this user?  Does that log him out?  It currently shows as active.