Hello Jake,
Thank you for getting in touch with Atlassian Community!
Just for us to better understand and help you with this issue, can you please let us know when did this issue start?
Were they able to log in normally before this issue happen or it happens since the first time they try to log in?
When the customer clicks to reset the password, do they receive an email? After resetting, are they facing the same issue?
Can you please create a temporary password for the customer on Site administration > Jira Service Desk > Portal Only Customers and ask them to test?
Once we hear back from you, we will be able to investigate further what may be causing this issue.
Regards,
Angélica
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