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Can't login!!!!!

Rick_f5zn1r

I'm on a free plan. We are in downtime waiting for funding for our company so haven't used the app. On 1/15/26 I was notified my account would be deleted if I didn't log in. So I logged in, had customer service reset my account and they verified I would be ok.

Yesterday I received another email that my account was going to be deleted due to inactivity unless I logged in. I went to login but am getting the error message: "email.com doesn't have access to Jira on sitename.net" I can't contact customer service because this is on a free plan. I tried resetting my password and recovering my account.

Anyone know how I can escalate this to customer service, or figure out why I can't login?!?

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Trudy P Claspill

Hello @Rick

Did you set up this subscription to Jira or are you using a subscription set up by somebody else?

Can you access https://admin.atlassian.com, go to Directory > Users, and make sure that you have a role assigned to your login/email for the Jira product?

Rick_f5zn1r

I can access that link and I can see my username is active and is the admin. I don't have a sub, as I mentioned my account dropped down to the free level. (I originally set it up)

Trudy P Claspill

A free subscription is still a subscription and would still show up in your Organization.

In the Admin hub click on Apps > Atlassian Apps. Is the Jira app listed there? If so does it have a triangular Warning symbol next to it?

If the app is listed there and does not have a Warning symbol, then go back to Directory > Users and open the details for your login account. In the App Access tab does it show the Jira and Jira Administration apps? Does it show a role assigned for each? If so, which role(s)?

Example:

Screenshot 2026-01-27 at 10.18.48 AM.png

Rick_f5zn1r

Thank you for the help. Under Atlassian apps I do have Jira listed with no warning marks on it. In Users for my email Jira is set to User and User Access Admin, for Jira Admin it's set to App Admin.

Shalini Pradhan

Hello @Rick ,

Good day! Welcome to Atlassian Community

Can you try removing the product access and provide product access again and then login and see if that helps?

Also, please provide us your cloud site URL.

Rick_f5zn1r

I'm not sure how to do that. My URL is homeaibase.atlassian.net just received an email today that my account was deactivated due to inactivity. Thank you

Shalini Pradhan

Hello @Rick ,

Thank you so much, I am checking with the internal team, will keep you updated.

Shalini Pradhan

@Rick ,

Good day! I got an update that the license has been deactivated by the system due to inactivity. The deletion will happen on 17 Feb 2026.

Please share us your approval if you want to reactivate the site

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