Enforce SSO not working for certain users

[Pedro HS Cunha]

Hello,

I'm digging for the resolution of this a long time ago, so decided to ask here do whether someone might help.

We have a Jira Cloud instance wirh Atlassian Access set with SSO Auth set to enforce SSO for all users (there is only one policy)

But when certain users try to log to Service Mgt Portal they are requested for password, but they don't have password, and the link Forget Password doesn't work (the email never reachs user inbox)

[Pedro HS Cunha]

I also verified user is listed on Authentication policies Members. Even there is no filter to search on this page, I managed going throw the pages and identified the user in question in the list.

Any other clue how the enforce SSO to all domain user ? Even on Customer Portal ?