JIRA service desk account expire

[wenxuan.zhou]

Hi I am a support engineer and I manage the JIRA service desk for our organization, from time to time I got customer complaining that they lose access to our organization, seeing the error start with "Did you use the wrong account ? Your email address xx doesn't have access to xxxx", so I just wonder what would be the cause of this and how should we avoid this, much appreciated 

[Angélica Luz]

Hi Wenxuan,

Welcome to Atlassian Community!
Just to better understand the issue, I would like to know if this is happening with customers or internal (licensed) users.
If it's customers, please make sure that they are using the portal URL that is usually https://xxxxxxx.atlassian.net/servicedesk/customer/portals
If it's internal users, they must check if they are not logged in using another account, for example, if they are logged on google with a Gmail but the instance account is another one, if they go to xxxxxx.atlassian.net it will try to automatically login them, so ask them to try using incognito window to make sure they will log in using the correct account.

Regards,
Angélica