Unable to login

Question

Hi, multiple users in my team are unable to login to JIRA dashboard in spite of having valid license and space access. They are getting redirected to HelpCenter. What could be the reason and what action needed from the our end?

priyakshi · Answer

Thank you for the response. Will check these points.

priyakshi · Answer

Thank you, this helps. Will follow the instructions and try to resolve.

Mertcan Karabaş (WERARE) · Answer

Hi,

Being sent to the Help Center (customer portal) after login almost always means Jira doesn't see those accounts as having Jira product access. To Jira they look like Service Management customers, so the portal is the only place it can send them. Access to a Confluence space doesn't give anyone access to Jira. Here's what an org or site admin should check:

* Go to admin.atlassian.com > Directory > Users, open one of the affected users and look at Product access. Jira (or Jira Service Management, if they're agents) should be listed for your site with a user or agent role. If it isn't, grant it, or add the user to the group that gives Jira access.
* If Jira is listed, ask the user to go to start.atlassian.com and check whether your Jira site appears there. If it doesn't, they're probably logged in with a different email or account than the one that holds the license, for example a customer-only account.
* Check that the email they log in with is exactly the same as the licensed account, including the domain.
* Once access is fixed, have them log out, clear their cookies, and open https://‹yoursite>.atlassian.net/jira directly instead of an old portal link.

If all of that looks right and they're still redirected, open a ticket with Atlassian Support and include the affected email addresses.