Customer token expired - how do I get them a new sign-up email?

I added a bunch of customers awhile back and some people did not sign-up right away so they are reaching out to me because their token has expired. I deleted them as a customer, re-added - still no sign-up email. I deleted them again, reindexed, re-added - still no sign-up email. How do I push a new sign-up email to a customer? This is really frustrating.

1 answer

0 vote
Jack Brickey Community Champion Sep 07, 2017

cloud or server? in Cloud and I thought server. for anyone that never has logged in there should be a "resend" link to the far right of their name.

Cloud, there is no option to resend, just remove.

Jack Brickey Community Champion Sep 07, 2017

ok so. what does a customer see if they hit the login page. i'm wondering if they get a reset password option. I haven't run into this in awhile so unsure.

when you delete an readd are you doing this from the project page or user management/portal only?

I don't believe they are getting a reset password option. I'm doing this from the project page and not the portal. I'm the Service Desk admin.

Jack Brickey Community Champion Sep 07, 2017

scratching my head a bit on this one. maybe try adding a new customer that represents say at test gmail account just to see if the signup email is created.

Or, go into user management and verify the user is gone and then "Create user" unchecking any application access. 

i need to work on some other things and will be out of pocket for a few hours likely. will get back to this asap.

She definitely got the original sign-up email, but just never clicked on the link when it was originally sent. I imagine that link expires after some time. She receives "Token is either expired or not valid" message on the portal page and can't do anything else. Deleting and re-adding doesn't trigger a new email. Neither does a re-index.

Jack Brickey Community Champion Sep 07, 2017

@Audrey Bay, unsure why this is occurring. without seeing it firsthand at this point I'm unsure how to help. From everything I have seen deleting and re-adding should result in email invite. I would suggest opening a support ticket w/ Atlassian as I'm sure they can assist.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

960 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you