Customers who can access to the portal, now can´t, and it's access has been revoked by Jira

Sofia Grunspan

In a cloud instance the software licenses has been renewed, from standard to premium.
If I go to Jira Settings - Products I find Jira Software is not enable, so it's logic that people with Jira Sofware license cannot sing in in this intance.
But the problem is that Customers access site permission had been revoked. So they can't see the portal ergo they can't create request.
Is it possible? There is another reason to explain why the custommers access has been revoked?
Thanks from now on

Dirk Ronsmans

Hey @Sofia Grunspan ,

your licenced users and customers are handled separately. Customers don’t consume licenses and just need to be added to the project. 

You say their access is revoked. How does this manifest?

it could be the permission scheme was altered and the service desk portal user was removed from the browse project permission. 
That is managed on the permission scheme of the project directly. 

if you can elaborate on what the customer sees we could perhaps troubleshoot further.