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User can't login

Hello Atlassian community,


I have encountered an issue with a new user in Jira. The user has been successfully created in Jira and synchronized from our Active Directory. They have been granted permission in Application Access and are also a member of the Jira Software user group. However, when the user attempts to log in, they receive the following error message: 'Sorry, your username and password are incorrect, please try again.'


I have verified that the username and password entered by the user are correct. Additionally, the user's account is active and not locked or disabled. The user should have the necessary access permissions in Jira. Our Active Directory integration appears to be functioning correctly, as other users can log in without any issues.


I have also double-checked the user's email address in Jira to ensure it matches their Active Directory account. We have not implemented any password policies or requirements that could be causing this issue.


I would greatly appreciate any insights or suggestions on how to troubleshoot and resolve this issue. Has anyone else experienced a similar problem? What steps can I take to further investigate and resolve this login error?


Thank you in advance for your assistance.

1 answer

0 votes
Pavel Junek
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 18, 2023

Hi @Maahshid Vaziri,

Has the user tried logging in with just a "short" login to Jira? In our organization, the user's email is used for login, but Jira only accepts a short login (username) for eg. "junekp" instead of


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