Two customers unable to log in to portal

Question

We have received notice from two customers, one east coast and one west coast, both using Chrome that had to go through forgot password and now cannot get logged back in to our portal to communicate on their cases.

One is stuck in a constant loop of having to re-enter their email address and password, the other can log in, but does not have access to see the correct/main project that they should.

This is going on the third day for one of our customers and now we are fearful if this occurs for more customers that they will be locked out from effectively working with our teams.

Please assist.

Brant Schroeder · Answer

@Michelle Olsen Have you submitted an issue to Atlassian Support?  https://support.atlassian.com/contact/

They can look at the specific accounts and see if there is something specific happening with them.

Michelle Olsen · Answer

We have tried different browsers without success. I can suggest to them incognito mode, however, I have not seen this option offered while trying to help our customers trouble shoot from their side. At this point we will try anything we can.

Thanks.

Brant Schroeder · Answer

@Michelle Olsen

I have seen this occur when the user is logged into the Chrome browser with a Google account that is not the same as their Atlassian account. When they try to login to the cloud product Chrome tries to log them in with the Google account. Can they use incognito mode or a different browser to see if they can login?