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we are unable to raise a request to you due to captcha issue
Welcome to the community.
As I understood, user can not login although captcha is filled correctly?
User should remove cookies in browser.
Please take a look at User receives repeated CAPTCHA prompts on login to Jira server KB.
Also, take a look at the answer mentioned in this thread.
Temporarily, Jira admin can reset failed login count in user management section.
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