Usually, if it’s not in the Spam/Junk folder, it’s because the user’s Atlassian account has "Product Invitations" turned off, or their email has ended up on a "suppression list" on Atlassian's end.
Try having the user check these steps first:
The Hidden "Unsubscribe" setting: Ask the user to go to id.atlassian.com > Account Settings > Email. Have them click on the Email preferences center link. Under the "Product Surveys and Invitations" section, they need to make sure Product Invitations is actually checked. If they’ve ever clicked "Unsubscribe" on an Atlassian email in the past, this is likely the culprit.
The "Hard Reset" on the invite: Once they’ve checked that setting, you (the admin) need to do a fresh invite. Don't just hit "Resend"—sometimes that doesn't clear the block.
Go to Workspace Settings > User Groups.
Find the group you invited them to and expand the Pending Invitations.
Cancel their current invitation entirely.
Wait a minute, then click Add Members and invite them again from scratch.
Why the "Cancel and Re-invite" works: Resending sometimes just retries a blocked path, but a fresh invite often triggers a new logic that can bypass the suppression list if the user just updated their preferences.
If they still don't get it after that, it’s likely blocked at their company's mail server level (firewall/gateway), or you'll need to reach out to Atlassian Support to have them manually clear the email from their global bounce list.
Hope that helps get them onboarded!
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