External user unable to log in to jira

Question

Hi team

On March 25, we confirmed that an external user (youji3.tomeda@medical.canon) was required to use an OTP and could not log in to Jira.

We would like to confirm the following:

* Could you please let me know the solution?
* The Atlassian Cloud Support Team mentioned that the policy change (requiring OTP for external users) started on December 1, 2025, and applies to all external users. However, we received a report from client last week, and it appears to affect only one user. Could you please clarify the reason for this?

Thank you.

Asha Goyal_0i7i5i · Answer

Hello @M Chandra Shekar

Correct so as per the suggestion from @Marc -Devoteam- we can further check l User Policy.

Thanks

M Chandra Shekar · Answer

@shangshang_wang is that your issue sorted ?

Marc -Devoteam- · Answer

Hi @shangshang_wang

Check the External User Policy, what is setup in this policy?

Also export all users from that policy, is this user in the policy?