old/disabled login credentials revoke new new login credentials for team member

[Gina]

My team member just signed on as a permanent member, which changed his log on credentials. Upon disabling the old account, his access is revoked. He tries to log on using his updated email and credentials, but he gets the "no access" error messsage, along with a reference to his old, disabled account.

His new access mirrors the old, but it looks like the old access (suspended) revokes his updated access.

FYI - He's cleared browsing, used incognito mode, and the app. All three cases show this issue. 

Thanks in advance for your help!

[Valerie Knapp]

Hey @Gina , thanks for your question. I have a few follow up questions.

Do you use Atlassian Guard? Is this a Managed User? Have you checked the settings for the credentials that the new user / Atlassian ID which has been created has the correct permissions?

Best wishes

[Gina]

The permissions between the two accounts match. We use Google sign on, but not Guard. Maybe this issue is a Google issue?

I have since completely removed the old account, and it's still triggering when he attempts to log in with the new account (using Google sign on).

Thanks for your support!