Make sure you are trying to login from the instance url (ending in ".atlassian.net"). Ondemand instance usually prompt: "Use your Atlassian OnDemand account"
If the user still experience problems, feel fre to contact Atlassian OnDemand Support at support.atlassian.com with more details about the instance, the user and the error received. We'll be able to take a closer look and help you out :)
When talking about Cloud products (OnDemand products), "instance" and "OnDemand instance" are the same "instance". It means that is an instance on the Cloud, (OnDemand). When you are at yourInstance.atlassian.netthe message prompt at loggin is: "Use your Atlassian OnDemand account" which is the username and password set for that " OnDemand instance". That username and password will not allow you to enter any other Atlassian login screens.
You may have an Atlassian ID that will allow you to login at my.atlassian.com for managing products, sucha as JIRA Cloud, add-ons, etc.
The "OnDemand Instance" is a separate system from all other Atlassian products. Each instance has it's own usernames just like an instance running locally.
So you need only 1 account for your "instance". You, as an administrator of the account, will have 2 accounts (one for yourinstance.atlassian.netand another for my.atlassian.comfor managing and billing purposes)
Hope that explains.
The best thing then would be to create a Support Request at http://support.atlassian.com so we can take a closer look at the instance.
Please include a screenshot of the login screen you are redirected to with th Url so we can quickly understand and help out.
PD: si, hablo español. Saludos!
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