my email is on a supression list?

[diogenesderm]

Hello Support Team,

I am reaching out because I am unable to receive the account recovery email for my Bitbucket account.

The email address associated with my account is: [REDACTED]

I have already checked my spam/junk folder and confirmed that there are no filtering rules blocking emails from Atlassian or Bitbucket. Despite multiple attempts, the password reset/account recovery email never arrives.

I would like to ask if the email address above has been added to a suppression list on your end, as this could be preventing delivery. If so, could you please remove it so that I can receive emails from Bitbucket normally?

Thank you for your assistance. I look forward to your response.

Best regards

[Ben · Accepted solution]

Hi @diogenesderm 

You're not receiving emails because the email you've mentioned is globally unsubscribed from all emails in your Atlassian account’s email preference center 

Please correct this and try to trigger this again.

Cheers!

- Ben (Bitbucket Cloud Support)

[diogenesderm]

Hi Ben,

Thank you for your quick response!

I understand that the email address [REDACTED] has been globally unsubscribed from all emails in the Atlassian email preference center.

However, since I am unable to log in to my account, I cannot access the email preference center to revert this setting myself. Could you please guide me on how to fix this, or is it possible for you to re-enable email notifications for my address on your end?

Thank you for your help!

Best regards

[Ben]

Hi @diogenesderm 

I have manually modified your subscription settings, and have removed your email from our suppression list.

Please have your mail administrator whitelist our email accounts (found on this page) to prevent yourself from being added to our suppression list again:

noreply@am.atlassian.com
noreply+XXXXXX@id.atlassian.net
no-reply@atlassian.com
noreply@mailer.atlassian.com
notifications-noreply@bitbucket.org
216.221.175.128/25
76.223.147.128/25

Once the whitelisting has been performed, please attempt to reset your password again.

Cheers!

- Ben (Bitbucket Cloud Support)

[diogenesderm]

Hi Ben,

Thank you so much for manually removing my email from the suppression list — I really appreciate it!

I will make sure to whitelist the Atlassian email addresses and IP ranges with my mail administrator to prevent this from happening again.

I was able to successfully reset my password. However, I now need to recover access to my account, and after submitting the account recovery request, I received the following message:

"We'll send an email to contato@laboratorioraca.com.br with instructions to recover access to your account. For security reasons, this process will take some time to complete and the Support team may reach out to verify some information. You have already requested account recovery instructions. If the account exists, those instructions will be sent to your email address. This process may take some time."

Is there anything you can do on your end to help speed up this process?

Thank you again for your patience and outstanding support.

Best regards

[diogenesderm]

Hi Ben,

Great news — I received the account recovery email and everything went smoothly! I now have full access to my account again.

I just wanted to take a moment to thank you for your patience, dedication, and excellent support throughout this process. You went above and beyond to help me, and I truly appreciate it.

Thanks again, Ben. You're awesome!

Best regards

[Tomislav Tobijas]

Hi @diogenesderm ,

This seems like a duplicate question to this one: Email Not Receiving Account Recovery Link – Possible Suppression List Issue 

I'd suggest continuing the discussion on the other question you've posted.

Cheers,
Tobi

[diogenesderm]

Hi @Tomislav Tobijas,

Thank you for pointing that out! Yes, it is indeed the same issue. I apologize for the duplicate — I was not sure if my first message had gone through properly.

I will continue the discussion on the original thread. Could you or Ben please follow up there, as Ben had already started helping me?

Thank you!