Unable to log in without using Atlassian Account

[rvillablanca]

Hi, one provider I bought a product from uses Jira Service Management to give us support. I noticed that I was created by them as a user using my email with gmail, and I was able to create tickets and such.

Then, another day I was trying to access again but I was prompted to use Atlassian ID Account, where you can authenticate using other identity providers like google. I did so but it seems the users are now completely different, although they have the same email.

I cannot access with the previous access I was granted originally, since now I can only use the Atlassian account. 

Is there something I can do? I tried using user and password instead of the Atlassian Account, but it's not working, it's always being mapped to the same user, that does not have access to the Dashboard of my provider.

[Susan Waldrip]

Hi @rvillablanca , Welcome to the Community! Sorry you're having this problem, I'm assuming from your post that you signed up for an Atlassian account and it's not working? If that's the case, here's a couple of suggestions:

• Look for a support contact on that site and contact them, you'll probably reach an admin who can provide guidance (they may have changed their user setup, implemented SSO and it doesn't manage gmail or other external accounts, or similar and that's why you now have to use the Atlassian account)
• Search this community with different keywords and phrases to see if others are having or have had the same problem -- that's often the case and sometimes you can even find multiple suggested solutions to your problem
• IF those things don't work, you can contact https://support.atlassian.com/contact 

Hope that helps, and if you find a solution please post here so others can get help -- thanks!