User Can't Access Confluence Cloud

Symptoms

A user or more can't access the Confluence application in Cloud, but they can access Jira and other apps within the same instance.

Cause / Solution

A few possibilities can prevent a user from accessing Confluence. Check the error and follow the associated steps below.

Issue 1

"<User> doesn't have access to Confluence on URL.atlassian.net"

This error indicates that the user lacks access to the product or site. To resolve:

• Confirm the user has been explicitly granted access to Confluence by an Org Admin, Site Admin, or User Access Admin using the procedure in "Give users access to products."

• For trial environments or new site setups, note that the user who creates Confluence may need these admin roles or must request access explicitly to gain product access.

• For further assistance, consult Atlassian Support.

Issue 2

"Verify your email before requesting access."

This error indicates that while the organization approves the domain, the account remains unverified. Please select Re-verify Your Account and complete the verification process through the email sent to your mailbox.

Issue 3

"It looks like our database is taking a little longer than usual to sync up."

This error signifies that the user profile has not yet been synchronized with the database, and synchronization is currently pending. Typically, this issue resolves automatically within a few minutes. If the problem persists:

• Ensure the user logged in at least once to trigger provisioning.

• Confirm the user's group membership and access settings are correctly configured.

• Suggest the user clear their browser cache and attempt to use Confluence from a different network or VPN to rule out network-related issues.

• Contact Atlassian Support to request a manual initiation of the database re-sync process if needed.

Ensure the above settings are in place, and the user should be able to access Confluence without much trouble.

Issue 4

"403 Forbidden: Current user not permitted to use Confluence" This issue occurs when a service account or user tries to access the Confluence API but lacks appropriate permissions or configuration. To resolve:

• Verify the API request uses the correct endpoint structure: `api.atlassian.com` with the proper Cloud ID (`/ex/confluence/{cloudid}/wiki/rest/api/...`).

• Confirm the API token has the required scopes for the desired actions, such as reading or writing content.

• Ensure the user or service account has a valid product access license and is part of the 'confluence-users' group.

• Confirm that the account has been fully provisioned by logging in at least once.

• Check for any organization-level restrictions like IP allowlisting, SSO policies, or group-level restrictions that might block access. If the issue persists, contact Atlassian Support with details, including the API endpoint, HTTP headers, payload, and error response.