User is unable to log in.

[Maureen Cooper]

Single user with an active account and license is unable to login to our Jira instance or reset password.

As an admin I am able to log in to their account but they are not able to.

[Tomislav Tobijas _Koios_]

Hi @Maureen Cooper ,

Resetting the password depends on whether you're using IdP sync and SSO login. If so, then the password is set via a particular identity provider.

If we're talking about local accounts with manually set passwords, then you, as an admin, should be able to send a password reset link to the user's email (navigating to this depends if you're using old or centralized user management).

One note worth mentioning here is that, sometimes, user emails end up on the suppression list and you might need to ask Atlassian Support to sort it out.

Nevertheless, if the user is still experiencing issues, the recommendation is to reach out to Atlassian Support and explain the issue the end user is experiencing.

Additionally, sometimes (although not regularly) there might be some issues when it comes to the system itself. You could monitor the official Statuspage and relevant product(s) you're using: Atlassian Status.

Hope this helps.

Cheers,
Tom

[Maureen Cooper]

@Tomislav Tobijas _Koios_ Thank you. I will follow the links provided to sort this out.

[Gareth Blake-Coggins]

@Maureen Cooper does your user see any error message when they attempt to login ? 

[Maureen Cooper]

@Gareth Blake-Coggins - no, they just get to the point of entering their password then it sits.