I get a message about unknown eMail although you already sent me mails to it

Question

I'm trying to setup a connection to Jira from one of our customers. Our company is using Jira as well.

I did a lot of steps to setup the connection to our customer, they seemed to work fine. I also had to reset my password on Jira side for the connection to our customer, for that I received mails form you to my eMail.

Now - when I try to access Jira for our Customer - I get the message:

We're unable to verify your identity.

We don’t recognise the email you’re using. Contact an administrator for help with your email address.Why Atlassian does not recognize the eMail they sent mails a few minutes before to?
Is the 'administrator' a person of Atlassian or our customer?

Ansgar Bick · Answer

It seemed to be an issue with the customers protection system. Here I have two logins and used the wrong one.

Staffan Redelius · Answer

Hi @Ansgar Bick and welcome,

What type of connection are you trying to set up? Do you and your customer have separate Jira instances and/or organizations?

The error message (if it is from your customers instace) seems to indicate that you are not a registred user in their instance. What policy does your customer use for logging in (SSO, Username/Password) ?

Do you want to be able to login to both instances using the same account or do you want to exchange information (work items) between the instances?

Please elaborate a bit more on your usecase and we will probably be able to help you with a solution.

Best regards,
/Staffan