Users are unable to access the JSM portal

Question

Two users in my instance cannot access the Jira Service Management portal. They get to the registration screen but when they get to the final part they cannot access the portal. They were added through the project using the 'Customers' option, including their name and email, but they still cannot view the portal. Another thing is that I do not have access to the user base, so I cannot tell if they have a customer license. What could this error be?

André Felipe Rodrigues Lopes · Answer

Hello, @Henning Stoll

I don't have access to the instance's org admin, so I can't access the user base to ensure that they are active in the system.
I've already checked and their names are in 'clients', but it shows that they haven't accessed the instance.
How do I delete these accounts?

Henning Stoll · Answer

Hello andre,

what do you mean you do not have access to the user base. Are you not an admin?

you can also check within the project under customers by typing their email and see if they

were given a customer account. If they were and it doesnt work id suggest deleting the accounts and creating them again (under the assumption they havent created tickets yet).

If you have more questions feel free to ask.

Best regards

Henning