Not receiving account recovery link on my email

[Andrew Smith]

My colleague have been trying to reset account password but not able to receving recovery email. Please Atlassian engineer have a look if account for [REDACTED] has been blocked on your side.

From Our side we have checked spam filters and junk and traces of the email, and we haven not found any emails from atlassian with recovery link.

Thank you and regards,

Andrew

[Nikola Perisic · Accepted solution]

Hi @Andrew Smith 

Most often, this is happening because Atlassian has added your email to the suppression list on their side in order to avoid spam. In order to solve this, raise a support ticket for Atlassian, asking them to remove your address from the list. 

Link: https://support.atlassian.com/contact/#/

[Ben]

G'day @Andrew Smith !

I can see that the user was added to our block list so I have removed them from our block list. The reason was because we received SMTP bounces from your mail server:

554 5.7.1 [internal] recipient address was suppressed due to customer policy

Please ask them to try again. I would also recommend that your mail admin whitelists our Atlassian email addresses:

Invitations

• noreply@am.atlassian.com

Product Notifications

• no-reply@atlassian.com 
• noreply@mailer.atlassian.com
• notifications-noreply@bitbucket.org

Cheers!

- Ben (Bitbucket Cloud Support)

[Thara Giriraj Prasad]

Hi, this support is very weird but i need help because i am not getting recovery email for my bitbucket account it’s so crazy as i am admin for my team and our work is getting stuck please help us 

[Ben]

Hi @Thara Giriraj Prasad 

I'll need you to raise a seperate community post - we can't see your account/workspace details without one (visible on the post itself only to admins/staff), and these are not details that should be shared publicly in a reply.

Cheers!

- Ben (Bitbucket Cloud Support)