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We can't access our tickets since yesterday morning 9:00am uk time.

Elena Damaschin

Hi Guys,

We are having issues since yesterday morning accessing our tickets. Is there anything that can be done to resolve this ?

Accepted answers

Josh

Hi Elena, the fact that you're on Free narrows this down a lot. On the Free plan you can't restrict spaces per person (roles and permissions are a Standard feature), so when some users suddenly can't see any tickets it's almost always app access or the account they're signing in with, not project permissions.

Ask your admin (the one who can still get in) to check these in admin.atlassian.com:

Directory > Users: open each affected person. Their status should be Active (not suspended or deactivated), and under their apps Jira should show a User role, not None. If Jira is missing, grant it again there. That's usually the fix.
Same email, same account: make sure they sign in with exactly the address that was invited. If someone uses "Continue with Google" or Microsoft with a different address, they get a separate Atlassian account with no access, and the invite link sends them to the wrong one.
Pending invites: if they show as Invited rather than Active, resend the invite from the user's page and have them accept it in a private browser window.
User count: Free covers up to 10 users, so check the site isn't at the limit if you've had people come and go.

If all of that looks right and they still can't see anything, have one affected user share the exact message they get (a screenshot is best). That tells us whether it's access ("You don't have access") or something else.

All comments

Gor Greyan

Hi @Elena Damaschin,

Welcome to the Atlassian Community!

What exact error are you getting? Could you provide more detailed information?
Try in incognito mode or clear your browser cache.

Nobody in the community can access to your site. You can contact your Jira Admins to check it or contact to Atlassian Support.

Regards,
Gor

Arkadiusz Wroblewski

Hello @Elena Damaschin

As Community members, we cannot verify this from here because we do not have access to your Atlassian instance or internal logs.

There does not appear to be a broader outage at the moment, so the best would be for your Atlassian administrator to contact Atlassian Support and have them investigate the issue from the site side.

Best,

Arek🤠

Tansu Akdeniz

Hi @Elena Damaschin

Do you mean tickets in your organization’s Jira Cloud site? If so, I would recommend reaching out to admin in your organization. They can check whether there are any issues with your account’s permissions, project access.

It would be always worth checking the Atlassian Statuspage for any ongoing or recent incidents.

Evgenii

Hi, @Elena Damaschin

Maybe it's linked with this active incident, running now?
https://jira-software.status.atlassian.com/incidents/z77zzqy19l1v
But you're talking about yesterday morning…

Anyway, it's better to wait until current incident resolution, and check if probem still occurs

Elena Damaschin

@evgenii, Thank you, we are using a free version as we are a handful people using it more exactlly 5 of us. From which only 2 can still access the platform and view tickets. Any ideas why this might happen?

Evgenii

https://community.atlassian.com/forums/discussion/comment/3288124#Comment_3288124

Well, than it's not incident, for sure. Is there any error or information message, that is shown to people, who don't see issues?
There can be different reasons, missing product access, project permissions.

Tomislav Tobijas

@Elena Damaschin Curious if you've managed to clear this out?

As others have said, the easiest way would be to reach out to Atlassian Support but that's only available for paid customers. What you/your team could do is start a free Jira Standard or Premium trial to be eligible to raise a technical support ticket. 🎟️

Also, what exactly are those 5 users experiencing? Are they seeing a specific message, performance issues, or just something else? 👀

Cheers,
Tobi

Elena Damaschin

@Tomislav Tobijas, Not yet. At the moment, it appears that only one administrator (my colleague tried to add e again as an admin) can access our project. The rest of us are unable to gain access, even when using the invitation link.

Josh

Ask your admin (the one who can still get in) to check these in admin.atlassian.com:

Directory > Users: open each affected person. Their status should be Active (not suspended or deactivated), and under their apps Jira should show a User role, not None. If Jira is missing, grant it again there. That's usually the fix.
Same email, same account: make sure they sign in with exactly the address that was invited. If someone uses "Continue with Google" or Microsoft with a different address, they get a separate Atlassian account with no access, and the invite link sends them to the wrong one.
Pending invites: if they show as Invited rather than Active, resend the invite from the user's page and have them accept it in a private browser window.
User count: Free covers up to 10 users, so check the site isn't at the limit if you've had people come and go.