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"We couldn’t log you in" error occured...

Hatsuhito UENO

Hi, I try to login to bitbucket.org, then "We couldn’t log you in" error occured…

I check KB and trying clear the cache, and using secret browser mode, but I get error again.

Please someone, tell me the solution.

thx

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Arkadiusz Wroblewski

Hello @Hatsuhito UENO

Since you've cleared the cache and tried incognito mode, inactivity may have marked your Bitbucket account as dormant, as Atlassian notes in its official KB.

Have you tried another browser? If the issue persists, contact Atlassian Support to check your account status and reactivate it if needed. When did you last log in successfully?

Best,

Arek🤠🧙‍♂️

Hatsuhito UENO

Thank you, Arek.

I tried to log in with both Chrome and Safari, but I couldn’t.

I suspect my account has been disabled. I haven’t used it in a long time, and I vaguely remember contacting the support team and asking them to disable it, though I can’t remember why.

I thought the problem might be that I was on a free plan, so I upgraded my subscription, but I still can’t log in. I also tried to contact the support team, but the form wouldn’t let me submit anything and just told me to “ask the community.”

Thanks,
Ueno

Arkadiusz Wroblewski

Upgrading won't reactivate a disabled account. Since the support form redirects to Community, try this alternative:

https://www.atlassian.com/company/contact/purchasing-licensing#/

Select Your Account and explain that you can’t access Bitbucket or submit a support ticket. Mention your recent upgrade. Atlassian must verify whether your original account can be reactivated.

Hatsuhito UENO

Thanks, Arek! I contacted Atlassian through the link you shared, as you suggested. I’ll update here once I hear back.

Hatsuhito UENO

Update: Atlassian Support got back to me. My account had been marked as “Dormant” because I hadn’t signed in for a few years. They removed the Dormant status, and I can log in again now. Thanks again for your help, Arek!