New user not receiving invitation email

[Matt Ness]

How do I go about viewing logs, audit trails, or similar around the new user invitation process?

I seem to be able to invite people via email most of the time, but one particular email -- which we've verified is active and available elsewhere -- is simply not receiving the invitation I send through the Bitbucket interface.

We've tried canceling and re-sending/re-inviting, but are getting nowhere, and I cannot find any way to access an audit trail of the activity.

Are there any avenues to discover the problem here? What am I missing?

Thanks.

[Ben · Accepted solution]

G'day @Matt Ness  ! 

Welcome to the Bitbucket Cloud community!

Unfortunately, there is no audit trail for user invites. I have checked the user's email address and can see that the user has disabled product notifications (which includes invitations)—hence why they've not been able to receive these.

To resolve this:

1. In order to receive invitations again, the user will first need to navigate to their Atlassian account’s email preference center and tick the Product invitations option:
   
2. After this is completed, you will need to navigate to Workspace Settings > User Groups, access both the mobile-dev and HGIO Default Group  groups, then cancel the existing invitation for both of those groups by expanding the pending notifications and clicking Cancel Invitation
3. Once complete - you'll need to add the user to the groups again by clicking Add member and entering their email address

Please let me know how this goes. If you still encounter issues - you'll need to raise a support ticket using your Premium entitlement workspace URL:

• https://support.atlassian.com/contact/

Cheers!

- Ben (Bitbucket Cloud Support)

[Matt Ness]

Thank you Ben,

This has been resolved per your instructions.

Regards,