After password reset: Login always fails - wrong username and password

Question

Dear community, 
I am working with Jira for a lot of clients as a UX Design Freelancer and today tried to login into a new client jira. So I requested a new password, got the link and filled it out... everything fine.

But as I tried to login with the new password I always got the "Sorry, your username and password are incorrect - please try again" message.

My password was always right. After some attempts it started me asking for captcha. But no difference.

I tried to request a new password again - tried different browsers (Safari and Chrome) and didn't let the browser save the password, cause I heard from an admin, that this could be a problem with the jira login.

Nothing changed and the client admin seems to be unable to help me.

Has anyone an idea?
That would really make my week cause this way I cannot start working.

Thank you so much in advance!

Rebecca

Rebecca Noeh · Answer

Thank you so much Jack! 
I am trying to contact the admin since a week but can't reach him. Don't know if he has too much to do... or too less?! The organisation I am working as a Freelancer for is really big. I have even no idea in which city he is in.

That's why I was trying to solve the problem for myself. ;)

And I tried several browsers as a first possibility - even Firefox! :D

I will try again to get the admin's attention. Thank you again for your help! I will let you know, what solved the issue. ;)

Best Rebecca

Jack Brickey · Answer

Also, try a different browser just for grins.

Jack Brickey · Answer

Hi Rebecca,

I can't say for sure what is going on here. My only suggestion would be to work with your admin and have them go into user management, find your user account and issue the prompt to reset password. Again that should send you a link and request that you change your password. If this isn't working for some reason your admin is going to need to reach out to Atlassian support if they can't figure out what's going on. If I were the admin I would create a test account and try it out. I would also try to log into your account myself using your password you just created.