How to initiate a forget password procedure for a customer?

[Roberta Day]

Customer said they are not receiving the Change Password email, and they've checked their spam/junk folders.

How can I initiate this procedure for them?

Thank you,

Roberta D.

[Trudy Claspill]

Hello @Roberta Day 

Welcome to the Atlassian community.

I'm not sure if a Product Admin has the necessary level of access, but an Organization Admin would have the necessary level of access to initiate a Password Reset process for a user. They will only be able to do that for a user that has previously accessed the instance or accepted an invitation to access the instance.

However, that would just send the user a password reset email. If they are not receiving those emails, when they initiate it themselves it don't think it will help to have an admin initiate it.

So, additional questions need to be asked.

Is this for a Managed account (an account using a domain your company has Claimed in Atlassian Guard) or Unmanaged account?

Does the user use a password that they set up for themselves in Atlassian Cloud, or is their authentication tied to an external identity provider.

Has the user previously been able to access your Jira instance?

Has the user ever previously received emails from your Atlassian Cloud to the same email address?

It is possible that their email address has gotten blacklisted, and assistance from Atlassian may be needed to resolve that.

[Roberta Day]

Thank you Trudy!

This is an unmanaged customer who has been using the Jira ticking system since he was invited months ago. He even opened a ticket to ask why he was not receiving a response when he clicked on the change password link.

I was considering re-inviting him, but thought that might create issues and then he would not be able to see his previous ticket history, so thought I should reach out in this forum first.

[Trudy Claspill]

If the user previously received emails then his email may have been blacklisted by Atlassian.

You can open a support ticket directly with Atlassian to ask them to check that and remove him from the blacklist if that has happened:

https://support.atlassian.com/contact/#/