New portal sign up errors with: We couldn't submit your request. Refresh the Page and try again

Question

Hello,

Any new sign up errors with "We couldn't submit your request. Refresh the page and try again". https://company.atlassian.net/servicedesk/customer/portal/

I have the below Service Management configuration.

1. https://company.atlassian.net/jira/settings/products/servicedesk/customer-access

Allow portal-only accounts to be created for new customers accessing the help center (TURNED on)

Only allow account creation for customers with specific email domains (TURNED on)

2. I added an Organization and added  the same mail domain for it.

After this is done, any new sign up from the portal gets the message "We couldn't submit your request. Refresh the Page and try again".

But a adding a customer manually to the organization triggers an email invitation and that works though. But self-service direct sign up on the portal gets the message "We couldn't submit your request. Refresh the Page and try again".

This was not a problem until I added Organization. Why does adding an Organization prevent direct login sign up in https://company.atlassian.net/servicedesk/customer/portal/ ?

-Srini

DBMS Partners Super Admin · Answer

This issue happens when all Service Projects "Channel Access" is set to Restricted. i.e

Project Settings => Access => Customer Permissions => Channel Access.

If at least one Service Project is set to Open, then this issue goes away and it works OK.

While it makes sense, the Login error message ""We couldn't submit your request. Refresh the Page and try again" is not useful. The message should be much more easier to understand. Also, if we are using a login with an unapproved email domain for customers, they must get straightway the message "The email isn't approved for access. Use another email and try again." and this is much more apt and easier to understand.

DBMS Partners Super Admin · Answer

BTW, I deleted Organizations (the only one organization that I had so far) in JIRA Service Management and still the same problem. I even unchecked the "Only allow account creation for customers with specific email domains" option in Customer Access => External. But still same problem.

DBMS Partners Super Admin · Answer

Hello Nikola - It get the same issue when trying in Google Incognito mode. No errors seen in Chrome developer console. Same problem with Safari web browser too.