Users not being able to access Jira

[Matt Torr]

Hello all,

Recently we have had a few occasions where some of our users who we know have previously raised queries through Jira are being told that they no longer have an account set up.

However, when we check the customer tab they are still customers of ours. This has happened with two separate customers in the last two weeks and they have received this message (please see image below).

On one occasion this was resolved by removing them and re-adding them but this has not worked with the second users as they have not received their Welcome email.

Has anyone else experienced something similar?

[John Funk]

Hey Matt, 

Make sure the users are in a group that has access to the product. You can check in admin.atlassian.com. You will need to be an Org admin to be able to check that. 

[Matt Torr]

Hi John,

Thanks for your response.

So these are users that the other week were active and able to access Jira just fine.

Is there some way this could have changed without an Org Admin doing anything?

[John Funk]

If you have multiple Org Admins, yes. Are the users also still active? 

[Matt Torr]

The users are active, when they try to access Jira they seem to not be recognised.

[John Funk]

I have access to the product.