Most likely culprit is that their account has had the "use Software" permission dropped. Check if they're still an application user in "user management"
Could be because the user is not licensed for JIRA Software. Check the application access for the user.
That was the answer. We installed the JIRA Service Desk add-on and I had to go back through ALL of the permissions to specify JIRA software specifically before it took effect. Thanks for such speedy responses!
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