Stuck on joining site on JIRA Cloud iOS

Question

I am unable to log in to the mobile app, it either can't find my site or gets stuck at the "joining site" screen.

* I once got a message saying that there was an issue logging me in that asked me to send feedback by shaking the phone, which didn't work.
* I've cleared safari website data for atlassian.com and atlassian.net.
* I'm logging in through my work google account.
* I've reinstalled the app several times.
* Device: iOS 14 iPhone Xs

I'll be grateful for any help.

Chitra Nagdeo · Answer

Hi @Dan Breyen @Maksym

If I understand correctly, the Jira mobile app works fine for agents, but end users (customers) cannot log in because it prompts them to create a new site. Is that correct?

If YES, the only option for customer accounts (non-agents, users without a license) on mobile devices is to use the browser to access the portal. Customers are not able to use the mobile app. It doesn't have a customer portal available. Please refer feature request/suggestion logged As a customer, I want to use the Customer Portal on a native mobile app.

Regards

Chitra Nagdeo

Jira Support Team

Dan Breyen · Answer

@Maksym is this still an issue?  If Angelica was able to resolve your issue, could you possibly mark this as answered?

Angélica Luz · Answer

Thank you for the details, @Maksym.

This issue that you are facing might be related to your username on the site and the only way to fix it is by making some changes in the database.

For a better investigation of the issue, I created a ticket with our support, so with your consent, they can access the database to fix it.

You will receive a notification and soon someone will contact you.