Jira service desk self registration 'The link is bad'

[Aaron King]

When our 'customers' try to register on JIRA Service Desk, they receive a "The link is bad" error page when clicking on the confirmation email sent to their inbox.  What causes this and how do I fix it?

[Michael Hilker]

I'm having the same problem, however, I can not get it to work no matter what I try.

[Angélica Luz]

Hi Michael,

Thank you for reporting this issue to us.
I saw that you opened a ticket with our support related to the same issue. So, let's focus on the ticket just to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter in two different platforms.
After the ticket is closed, I'll post the resolution here.

Best regards,
Angélica Luz
Atlassian Support | Cloud

[T P]

Was this ever resolved? I'm having the same issue. This isn't very good when you're dealing with clients, looks bad. A solution or a fix for this would be appreciated. Thanks

[Angélica Luz]

Hi @T P,

I've checked on some related tickets that this error message appears when the customer already has an account as an internal user or an inactive account.
Can you please check if this customer has a duplicated account on Site administration > User or Site administration > Jira Service Desk > Portal only customers?

Regards,
Angélica

[Harold Blankenship]

I have noticed this as well and they typically do have an internal account that is not enabled/has no site acces.  I am not at all sure how they end up in the internal account.  Is there a way to delete the internal account and, if done, can they self sign up then?

[Angélica Luz]

Hi Harold,

It usually happens when the self sign-up is enabled or someone added them as users but didn't deactivate their customer account first.

If you go to their profile, you can see the option to migrate their accounts to Atlassian Account. Using this option, their customer account will be automatically set as deactivated and all their activity will be migrated to an internal account.

Regards,
Angélica

[Harold Blankenship]

Thank you.  However, I think they should rather be a customer account and not a user (?) Atlassian account.  The internal accounts are limited to the license (or cost-based), correct?  The people we have trying to log in should only be able to see the service desk portals and their own tickets.
Regards,
Harold

[Angélica Luz]

Customers can have an internal account, they will show as users, but if you don't add any group to their profiles, they won't count as a licensed user.
If a customer is an internal user without any groups, the only difference is that they will log in using the same link as a licensed user (domain.atlassian.net), but as they don't have a license, they will be automatically redirected to the customer portal.

[Angélica Luz]

Hi Aaron,

I was able to reproduce the same error on my test instance.
I've tried to create an account for my test email and the first email I got pointed to "The link is bad":

After that, I clicked to "Go back" and added the email again to resend the invitation and it worked.
I tried with another test account as well and the link worked normally to finish the account creation.
Can you please ask this customer to try to create the account again?

I saw that your colleague Glenn opened a ticket to our support related to this issue.
We will be investigating the issue on the ticket and when it's resolved, I'll post here.

Regards,
Angélica