User Unable to Access Account

Question

We have Confluence Account and one of our users cannot access it, even though he has a UN/PW. We discovered his account was 'disabled,' so we reenabled it. However, after doing so he was still unable to log in or when doing reset Password it doesn’t send him an email.

Atlassian cannot give us Support because our SEN # has expired.

Has anyone came across this issue? If so, any help would be appreciated.

Thank You.

Ken K.

repi · Answer

"It says if it doesn’t work contact Administrator."

This should be your preferred way

Ken_Krizner · Answer

Hi; thanks -- this is the messages (this is a best-I-can-do translation from German):

The following errors occurred:
Your username and/or password are incorrect. Try again

After three times trying a password:
The following errors have occurred:
Re-enter your details and type the word below.

Trying to Reset Password
Forgotten password?

All right! Just enter the user name below and the new password will then be emailed to you.

I am not getting any Link where I could reset the Password, emailed to me. It says if it doesn’t work contact Administrator. Checked Spam Folder nothing there.

repi · Answer

What message appears when he tries to log in?