User cannot login

[Andrei Hershel]

User cannot login to IT Help Desk and when I click on that user I get a screen that says "

Looks like we’re off the beaten track

We landed here for a user that does not exist.
Head back to the directory to search for another user."

And on a side note.  When Users try to login the system bounces them back to the login screen with the word "apples" in the email address field and when they try to login again, it works.

[Angélica Luz]

Hello Andrei,

Welcome to Atlassian Community!

Just to make sure that we are on the same page, I would like to confirm if the User is an internal user or customer.

In both cases, it's necessary to check if they are active and only a site-admin can check that. I see that you are a user without admin access, so please, ask your site-admin to go to Administration > Jira Service Desk to check customers or Administration > Users to see internal users. On those pages, they can search and find if the affected user is active or inactive and confirm what access they have.

Regards,
Angélica