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User cannot login anymore

I am running into some problems with users not able to access my servicedesk. I have added them in the following locations:

* JSM > Customers

* JSM > People > Servicedesk Customers

* Administration > Portal Customers

Customers are still getting the following message:

screenprint jira account.jpg


So in order to try and fix it I have added the person in user management but without any roles added. After that this person still can't login and is now seeing the following message:


What am I missing here? I have added many customers in JSM and all of these are able to login and create issues in Servicedesk. Just a few with these problems and I'm not sure how to fix this now. 

Anyone who can help me out fixing this?


3 answers

1 accepted

1 vote
Answer accepted
Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 03, 2023

Hello @Sabrina Boetzkes 

When you invite a portal-only user, you cannot set a password. The user will receive an invite email that contains a link to set their full name and password.

Are you sure this has been done?

There is no need to add the user through user management since that will only cost you a license and might give the customer access to your Atlassian instance, something that you might not want.

@Paul Wiggers

The users are receiving invitation mails to set their password. However after they set their password they keep on having problems to login the customer portal. In one of the problem cases the user has been able to access the account previously when we migrated our Jira instance from server to cloud at the end of January, but is now constantly having this problem.

I haven't been adding these users any differently then the others in my servicedesk so kind of lost to where this is going wrong. 

I have about 50 external customers in my servicedesk that have been added the same way and are not experiencing any issues. 

As for adding them in user management, I am aware that they take a licencense when I add them there, but they are not added to any groups/instances so not counted in our licenced amount of users. It is not fixing the problem either, so I don't think this was the solution but to make sure I had all the info in my case description I've mentioned this. 

Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 03, 2023

What are your own experiences when you add yourself with a private email account?

If some users are having problems while others are not, it is usually because those users are doing something that the rest isn't. For example, they might try to log in to your Jira instance ( instead of your help center (

I get access requests every week because customers are trying to access the wrong environment. 

Adding a portal-only customer is quite straightforward and should not require you to jump through hoops. 

@Paul Wiggers

I personally have had no issues with my account, also with my test account I haven't come across any strange things.

I will reach out to these persons and double check if they are accessing the correct Jira instance.

What you are saying was my idea as well, it shouldn't be too hard to access our servicedesk, as there are so many who haven't had issues. 

@Paul Wiggers 

Just an update from my end, I double checked with one of the problem users and let them login through and that seemed to work all of a sudden. So I guess that this was a user mistake after all and not a configuration mistake at my end. Thanks for the advice!

1 vote
Juan Carlos Vera
Rising Star
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Apr 03, 2023

Hi @Sabrina Boetzkes ,

Have you seen in "Permision Scheme" of the project ?

You need "Browse Project" Permisions to the users who want see the Project.

@Juan Carlos Vera ,

Just double checked these but these permissions seem ok. Other users have not been experiencing problems with login and creating issues in my servicedesk.

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