Customer cannot log-in to customer portal due to SSO conflict

[Mieszko Poczta]

One of my customers is unable to log in to our Customer portal.

The customer also uses his Atlassian services with the same email.
User group access in our instance:
jira-servicemanagement-customers-

Customers Description:
"I am redirected to our SSO provider (Opening your SSO provider...) and end up back in private Atlassian or at your company login again. What could be the reason for this? I have already deleted cookies and tested a different browser and Chrome in incognito modus."

No other customers were affected.

I suspect some issue with SSO and the account switch from his instance to our JSD.

Any idea how to solve it?

Thanks

[Nadhila Savira · Accepted solution]

Hi Mieszko,

There are many things we'd like to look into before we could give you an advice for the issue you are facing. For this reason, I have created a support ticket on your behalf so our team can look into it further. You will receive an email about it shortly.

[Dave Elger]

@Nadhila Savira I am encountering the exact same problem as Mieszko.  Can you provide some resolution here, at least to the specific problem Mieszko encountered?

[Nadhila Savira]

Hi Dave,

I'd love to but I did not handle Mieszko's ticket, and I have no context about yours. If you have an active subscription, you're free to create a support ticket with us: https://support.atlassian.com/

Otherwise please create your own community post and we'll move forward from there.