Suspected Inactive/Dormant Account - Please unlock

[emmac]

We are requesting assistance for a user who is unable to log in to our Bitbucket Cloud workspace.

Symptoms:

1. When attempting to access Bitbucket, the user receives the error: "We couldn't log you in. You may run into this issue when you use specific browsers or add-ons that hide the referer header..."

2. The user can successfully log into their main Atlassian account at id.atlassian.com and can access other connected Atlassian products (e.g., Trello).

Troubleshooting Performed: We have confirmed this is not a client-side issue. We have tested using multiple browsers (including Chrome and Firefox), private/incognito modes, and multiple networks. Furthermore, a brand-new test account created on the exact same machine and browser can log into Bitbucket without any issue.

Suspected Diagnosis: Based on our research of numerous similar issues in the Atlassian Community (including threads 1896018, 1660635, and 2535476), we strongly suspect the user's Bitbucket Cloud account has been automatically flagged as inactive or dormant by Atlassian's backend systems.

Request: Please can an Atlassian Support team member check the status of this specific Bitbucket account and manually reactivate it?

Thank you.

[Ricardo N]

Hi Emma,

Welcome to the community!

I have reviewed the referred account and confirmed it was set to "Dormant". The status of this account was set to active and can now be tested to see if is working as expected.

I hope this helps.

Regards,
Ricardo

[Hans Polder _Devoteam_]

Hi Emma,

Please keep in mind that this is a public forum where anyone online can view what you've posted. I would advise you to remove your mail address from your initial question.

Also, I would suggest contacting Atlassian Support directly via https://support.atlassian.com/contact. Can you let me know if that works? If not, we can explore alternate ways to get the attention of Atlassian Support :)

[emmac]

Hi Hans, I cannot see anyway to get to anyone via that support link. Could you post a direct link of how I can contact someone please? Thanks

[Hans Polder _Devoteam_]

Hi Emma,

After logging in with your Atlassian account, you should see the below screen. Choosing 'TEchnical issues and bugs' should pop up a form that allows you to create a support ticket. Usually, Atlassian responds within 1-2 business days.

If you don't see the below screen - please share a screenshot of what you're seeing!