Error Message on Portal for logging in

[Danielle_Mather]

Looking for help with some error messages our customers are getting with the portal:

I have 2 customers that have been sent the portal link and they logged in a little over a week ago. They forgot their password and tried to reset it but it is giving them the attached error. 

They both can submit tickets via email. 

I have reviewed their settings and they have active tickets and are customers on our project. They can't even reset their password. 

[Vasi]

Hi Danielle,

So here is what might be happening:

In general, there could be two states of Service Desk customers:

a. Service Desk customer that also has Atlassian Account
b. Service Desk customer that doesn't have Atlassian Account

So, a Service Desk customer that has Atlassian Account should reset his/her password using this link:
https://id.atlassian.com
This is an entry point for Atlassian Account.

A Service Desk customer that doesn't have Atlassian Account should reset his/her password via your Service Desk Portal.

In your case I believe that Service Desk customer that doesn't have Atlassian Account, is trying to reset password using link in "id.atlassian.com" and it is expected to receive email saying that such Atlassian Account is not registered.

To make sure your customers can reset passwords, please:

a. Ask them to proceed with reset password via your Service Desk Portal.
or
b. If you are a site-admin of Jira, you can convert their accounts to Atlassian Accounts. After that they can reset passwords via "id.atlassian.com"

For second option, to convert accounts, you would need to go to "Service Desk Customers" section of admin panel:
https://<your_instance>.atlassian.net/admin/jira-service-desk/portal-only-customers
 
Choose user from the list and at the top right corner there will be option to "Migrate to Atlassian Account".

You can check about pros and cons of Service Desk customer vs Atlassian Account here:
https://confluence.atlassian.com/cloud/manage-jira-service-desk-customer-accounts-913213935.html

Hope this explains your case!
Vasily