Many users are not able to log-in to Jira and they did not change anything

Question

On Monday, May 8, at least 5 users were suddenly unable to use Jira software.  The users had not changed anything.  The next day we have three more users with the same issue.  They are visible under Site Administration so nothing has changed there.  Was able to resolve one user by logging in as him on a different computer, but that did not work for everyone else.  Entered a support ticket through Atlassian yesterday morning but have yet to hear anything.  Need to get the users access back for Jira so they can do their work!

Jason Faries · Answer

Thanks.  That is not working for us, unfortunately.  If they register with a new account, won't that mean that any issue that are currently tied into will not be accessible by them?

Maarten Cautreels · Answer

Hi Jason,

I suppose you are on the Atlassian Cloud? Atlassian is gradually rolling out the Atlassian Account on several instances, they should try and login on id.atlassian.com.

If that doesn't work they can try and use the Password Reset flow and if that doesn't work register a new account using the email shown in the Site Administration section of your JIRA instance.

Let us know if this helps.

Best,

Maarten