Users Unable to Login to Their Hipchat Accounts

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This Knowledge Base article is written specifically for the Atlassian Cloud platform. Due to Functional differences in Atlassian Cloud, it is not applicable to Atlassian Server products.

Problem

Scenario 1

When logging to your Hipchat account on the web, you may be experiencing issues trying to login to your account and receive the error message below.

Scenario 2

Logging to your Hipchat account on the web always loop you back into the same page and URL without any errors.

Diagnosis

If you could sign in to the web and could not sign in to your desktop, please see Unable to sign in to the Hipchat desktop app.

 

Diagnostic Steps

  • Ensure you are entering the correct email and password credential for your Hipchat account.
  • Try resetting your password and signing in again.

Cause

Scenario 1

While resetting your password, if you encounter the error message below, it can be any of the following:

  • Your account does not exist
  • Your account is deleted
  • Your account is on Hipchat Server.

Scenario 2

Your account is created, but not activated.

Workaround

Scenario 1

  1. Your account does not exist
    • Please contact your Hipchat Administrator to send you an invite URL or create your account.
  2. Your account is deleted
    • Please contact your Hipchat Administrator to reactivate your account.
  3. Your account is on Hipchat Server.

Scenario 2

Please check your email to activate your account.

If you perform a password reset when your account is not activated, we will send you a different link to activate your account instead.

Scenario 3

If you encounter the error above while activating your account, please contact Hipchat Support for assistance.

 

For everything else, please contact support@hipchat.com along with the affected email address and description about your login issue. 

   

 

Last modified on Nov 2, 2018

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