Summary

Portal only customer cannot login after site restore, and Help Center doesn't render "Forgot your password?" element when the login fails

Environment

• Jira Service Desk Cloud

Steps to Reproduce

1. Create 2 instances named example1.atlassian.net and example2.atlassian.net
2. Create a portal only customer on example1
3. Confirm the customer is able to login to example1 via customer portal
4. Export site backup at example1
5. Restore the backup to example2
6. The customer cannot login to example2 by using the same credentials
7. Login page doesn't render "Forgot your password?"
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Expected Results

Portal only customers can login to portal even after a migration

Actual Results

On migrated customer portal, portal only customers are not able to login and reset password by themselves.

Here's the response from login endpoint:

{
    "loginSucceeded": false,
    "loginError": false,
    "communicationError": false,
    "elevatedSecurityCheckShown": true,
    "captchaFailure": false,
    "loginFailedByPermissions": false,
    "passwordResetRequired": false,
    "accountLocked": false
}

Error on browser console:

unknown error occurred during Hermes Messages initialization

Notes

• None

Workaround

Admin can manually change portal only customer's password.
https://confluence.atlassian.com/cloud/manage-jira-service-desk-customer-accounts-913213935.html