no mails from bitbucket - login authentication

[lauragt]

So I've been using bitbucket for collaberation on and off for years up to and including last year 2024. 
I have my own domain (<redacted>) which I've registered and host with eukhost (standard cloud linux package which comes with cpanel that I use to manage email)
I cannot now log in to any of my bitbucket accounts that use my '<redacted>' domain. Those accounts are '<redacted>' and '<redacted>'.

In both cases I have now tried to log in several times and have re-requested the email with code several times. I have had no emails come into either email box and cannot log in to bitbucket with those accounts.

I go to 'https://bitbucket.org/product/', I hit 'login', I get the 'login to continue' bitbucket modal. I put in username and password. I get 'We've emailed you a code We require additional verification to protect your account. Check your email to continue'
I never recieve that email. I hit 'Resend Email' I never recieve any of the resent emails either.

I think that I am currently logged in to a different app (than bitbucket) through atlassain with one of the <redacted> accounts, I think that I am actively using that login. Whilst investigating do let me know if that login will drop.

[Theodora Boudale · Accepted solution]

Hi @lauragt and welcome to the community!

I checked our email logs and I saw that the emails we've been sending to both of your email addresses are bounced with the following messages:

550-Verification failed for <noreply+a1888dc@id.atlassian.com> Sent: RCPT TO:<noreply+a1888dc@id.atlassian.com> 550-Response: 550 5.7.1 relaying denied 550 Sender verify failed

550-Verification failed for <noreply+efe0dad@id.atlassian.com> 550-Previous (cached) callout verification failure 550 Sender verify failed

It looks like your mail server may be doing callback verification that is failing. The email address that we use to send these verification codes does not accept incoming email, so that may be the reason for the failure.

I have removed both your email addresses from our suppression list, but I believe you'd need to clear the cache from sender verification as well as disable the callback verification (I'm not sure if that's possible to do for specific domains only) in order to receive our emails.

Just a heads up, I removed the email addresses from your post to protect your privacy.

Kind regards,
Theodora

[lauragt]

Thanks very much Theodora. I've submitted a ticket with Eukhost about it and we'll see if I cannot get the issue resolved.

[lauragt]

EUKhost did clear the cache for me and I was able to log in to both accounts. Thank you again for your help, thank you for redacting my email addresses - I think they were necessary for you to find the issue, but its good that they are gone now.  and feel free to close any tickets.

[Theodora Boudale]

Thank you for the update, Laura, it's good to hear that the issue is resolved!

The email addresses were indeed necessary for me to figure out the issue. I can see the email address of the account you use to post a question, but not of any other additional accounts you may own. If you ever need to report an issue with an account that you cannot access, and therefore need to share email addresses, you can also create a ticket via https://www.atlassian.com/company/contact/purchasing-licensing#/. That ticket will be visible only to you and Atlassian staff.

Please feel free to reach out if you ever need anything else!