I am trying to log into a service account, and while my company's admins have created the account and linked it via SSO to our new Confluence cloud instance, I am still unable to log in and need some help getting my account working. When I log in with the service account's SSO profile (via Okta integration), I get the following error message: Hmm... We're having trouble logging you in. Whoops! The email address you entered can't be used to log in here. Try logging in from id.atlassian.com, or check your email address with your organization admin. I have checked with our admins and the issue seems to be on the Confluence side. The need we're trying to fulfill by logging in is to generate a Personal Access Token tied to the service account identity that we can use to retrieve documentation content that we host in Confluence. At the moment I'm using a PAT based on my own identity and would like to tie it instead to the service account's identity. I hope this is enough context to be able to help us get this account logging into Confluence successfully. Thanks!

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Adding a Service account

Ernie Jennings

I am trying to log into a service account, and while my company's admins have created the account and linked it via SSO to our new Confluence cloud instance, I am still unable to log in and need some help getting my account working. When I log in with the service account's SSO profile (via Okta integration), I get the following error message:

<quote>

Hmm... We're having trouble logging you in.
Whoops! The email address you entered can't be used to log in here. Try logging in from id.atlassian.com, or check your email address with your organization admin.

</quote>

I have checked with our admins and the issue seems to be on the Confluence side.

The need we're trying to fulfill by logging in is to generate a Personal Access Token tied to the service account identity that we can use to retrieve documentation content that we host in Confluence. At the moment I'm using a PAT based on my own identity and would like to tie it instead to the service account's identity.

I hope this is enough context to be able to help us get this account logging into Confluence successfully.

Thanks!

Accepted answers

Alexis Robert

Hi @Ernie Jennings ,

is the error message from Okta or from an Atlassian login page ?

It might be that the Service Account does not have a license to login for example, or that it was deactivated some time ago.

You should check with the Atlassian administrator if this account has all needed permissions to log into your instance.

Let me know if this helps,

--Alexis

Kishan Sharma

Hi @Ernie Jennings You need to have a license on the service account in order for it to interact with Confluence. That service account can then create an API token and it will be based on the permissions you grant to it in confluence. However would love to know how you figured it out so that it can help others for similar case.

All comments

Alexis Robert

Hi @Ernie Jennings ,

is the error message from Okta or from an Atlassian login page ?

It might be that the Service Account does not have a license to login for example, or that it was deactivated some time ago.

You should check with the Atlassian administrator if this account has all needed permissions to log into your instance.

Let me know if this helps,

--Alexis

Ernie Jennings

@Alexis Robert So the service account does or does not need an email? I thought all accounts have to have an email account.

Alexis Robert

Yes all account do need an email associated. But they also need a license for Confluence if you need to log in to the application, that's why you should check this first.

Ernie Jennings

@Alexis Robert Hey Alexis, we have plenty of licenses. I have not given this account a license yet. The reason is because I don't know what to use for an email. This is not a personal account, this is an example "Yeah_Confluence_P_x". So how do we do that is the question. Do we have to have our email staff set up an email account for that, I would assume?

Kishan Sharma

John Price_dcio76

This is an old question, but in my case the issue was that on the (Azure/Entra) IdP side, the Entra admins had never added the AD group containing service accounts to the list for Confluence Cloud.

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