User unable to create account

[Colleen Gotling]

I have a user that had an account about a year ago but then was disabled.  I tried to enable the account but he was not able to create his account.  He just kept getting the captcha over and over and over again.  So I removed his account and added it back in.  He is continuing to have the same issue.  Any ideas?  

[Carlos Garcia Navarro]

Hi @Colleen Gotling ,

I'd start with trying to remove the cookies from the browser. If that doesn't work, can you please have the user attempt to login from a different browser or a different machine? You can also try using incognito/private browsing mode.

[Colleen Gotling]

We tried all of what you suggested, but still isn't working.  We are using SSO.  I did have him choose the option to use his microsoft account (which is what we always do).  It seems to go along well, he signs into the MS account, it requests the verification code.  He enters the verification code and then gets the captcha where he clicks on each box that has "something", those boxes fade out and another image appears in just those boxes and he continues to click until none of the boxes have the "something".  For everyone else, this is where they are not in Jira.  But for him, it goes to another different type of Captcha where it is one picture separated into boxes.  He again clicks the boxes that have the "whatever" showing.  He does this and it just gives him another captcha picture over and over again until he finally gets the error.  

[Colleen Gotling]

Any other ideas?  We are still having this issue.