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User cannot login



I am a site-admin, and I can see my user is active; however, they are not able to login and when I click to view her profile, I am given the error message:


Looks like we’re off the beaten track

We landed here for a user that does not exist.
Head back to the directory to search for another user.

2 answers

1 accepted

0 votes
Answer accepted

Hello Ryan,

Thank you for reaching out to Atlassian Community!

Just for a better understanding of the issue, I would like to know if you are facing this issue when accessing the profile on Cog icon > User management and selecting the user.

Are they set as active there?

Do they have access to the site and product access?

What error they are facing when they try to login?

Can you ask them to login using incognito mode just to make sure there is no conflict between accounts? 

Kind regards,

[Screenshot removed by moderators]

When I go to the cog user management, I don't see any customers there. 

Thank you for the details, Ryan. I can see now that it’s a customer and not a user.

Is she trying to log in to the portal directly? 

It’s important that customers go to to login and not on where it’s the login page for internal users only.

What error is she facing to login?

To check her account it’s necessary to go to Cog icon > User management > Jira Service Management.

Screen Shot 2021-02-25 at 11.25.33.png

On this page, search for Beth’s profile to check if the account is active. You can also set a new password and then she can change it on her profile.

okay, I reset her password. She is showing as active. I'm attempting to login using the link you sent me with staffbot....but i get this error

Screen Shot 2021-02-25 at 11.36.18 AM.png

I figured it out! Thanks.

Oh, I forgot to add a "K" on "servicedesk", sorry about that sad

I'm happy that it's resolved!

If there is anything else we can do to help, please let us know.

When I go to the cog user management, I don't see any customers there. 

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