Site admin cannot log into Confluence Cloud site
Asked by elkrivertom:

I have a Jira and a Confluence "Free" version site in the cloud.

I can get to my Jira site and my "Products" page shows a valid Confluence site. But when I try to go to the site I get the follow message:  

We couldn't log you in

You may run into this issue when you use specific browsers or add-ons that hide the referrer header for id.atlassian.com and other Atlassian sites. Check for these and then try logging in again.

[Try logging in again](https://elkiver.atlassian.net/login?dest-url=%2Fwiki%2F%3Fsource%3Dadmin_hub)

I am not sure how to fix this. I try over and over again but no luck.


Answers:
author: Prince Nyeche
body: Hi [@elkrivertom](/t5/user/viewprofilepage/user-id/231734)

Please check on your account via admin.atlassian.com, to see if your user actually have a valid license to use confluence by being added to the confluence-user group for Product access.

comments: author: elkrivertom
body: Prince,

I have checked. I will try to layout what I see.

Here are all the screen shots I could find. I have the application and I'm the only user of the site, and I'm in both the site-admin and administrator group.

![AT_Cloud1.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125741i264C2EE57269B95A/image-size/large?v=v2&px=999 "AT_Cloud1.JPG")![AT_Cloud2.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125742i4403B215BB931AC8/image-size/large?v=v2&px=999 "AT_Cloud2.JPG")![AT_Cloud3.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125743iCDC4FBC329E9ED38/image-size/large?v=v2&px=999 "AT_Cloud3.JPG")![AT_Cloud5.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125745i71ECE88EFFED6CCF/image-size/large?v=v2&px=999 "AT_Cloud5.JPG")![AT_Cloud6.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125746iBC87B2017543C564/image-size/large?v=v2&px=999 "AT_Cloud6.JPG")


author: elkrivertom
body: Forgot a screen shot my "active subscriptions"

![AT_Cloud7.JPG](https://community.atlassian.com/t5/image/serverpage/image-id/125747i90D0E81AE3D29704/image-size/large?v=v2&px=999 "AT_Cloud7.JPG")


author: Prince Nyeche
body: Hi [@elkrivertom](/t5/user/viewprofilepage/user-id/231734)

Thank you very much for the detail. Here are some steps to take:

1. Try logging on Incognito browser mode to see if there's any difference.
2. Try another browser just to make sure its not across.
3. If those fail, try resetting your Google profile (a) chrome://settings/reset

   This will direct you to "Reset and clean up" settings of Chrome browser

   (b) click on "Restore settings to their original default"
   (c) take note this will wipe out any history you have on the browse, so take caution


author: elkrivertom
body: Prince,

That was the issue. After trying it on another browser it worked. I cleared out all cookies and cache related to my site and it worked.

I am not sure why I did not think of this the first time.

Thanks for your help. It made sense once you suggested it.

Tom


author: Prince Nyeche
body: Glad to help out [@elkrivertom](/t5/user/viewprofilepage/user-id/231734) if the above solved your query. Please kindly accept the answer, so other users can apply the same solution.


author: Davin Studer
body: Do you have an ad blocker add-on for your browser? I've found that I need to disable it when logging in as it blocks the authentication attempt.

comments: author: elkrivertom
body: Davin - Interesting idea. I enabled popups and redirect to my site and turned off any "Blocking" feature.

No luck. I am using Chrome.

One item I forgot to note was that on another thread if I look at the developer tools I do see an "event" which says:  

error: "invalid product"


Tags: cloud

confluence-cloud