Receiving no email notification

[Rhea Gerald]

Working as part on internal IT team, two of our users are not receiving emails notifications when being mentioned in their team. When on Confluence page, they see the notification but do not get notified by outlook. 

[Rhea Gerald]

Hi Barbara, 

Would you provide a screenshot as I'm unable to find the instructions that you mentioned above.

Kind Regards 

Rhea

[Barbara Szczesniak]

@Rhea Gerald In this video, I'm already logged on, but you can just log on with the same credentials you use for this question page.

[Rhea Gerald]

Hi Barbara, 

I followed the link you sent me but lead me back to here.

Is there anyway of speaking to someone via call or chatbox?

I really need a solution for this issue. 

Kind Regards

Rhea

[Barbara Szczesniak]

@Rhea Gerald If you go to the bottom of the page, you will see a button labelled Log in to contact support (if you are not logged in) or Contact Support (after you log in). 

Once you click that button, you are taken to a page with a series of dropdown lists that walk you through submitting a ticket (I think. I've never actually needed to submit a ticket.)

I just went through to the What is the impact to your business? dropdown. Here you are asked for contact details and a summary and further details of the issue. You can attach files, as well. 

At the bottom of the page (at this point), there are Open Chat and Submit Ticket buttons.

[Barbara Szczesniak]

@Rhea Gerald Welcome to the Atlassian Community.

Have the users check their personal email settings to ensure that the Someone mentions me checkbox is selected in Real-time updates > Directed to me. See this page for more information and steps: https://support.atlassian.com/confluence-cloud/docs/subscribe-to-email-notifications/ 

[Rhea Gerald]

Hi Barbara, 

I checked with the user and she has selected this checkbox and she is still not receiving the emails to her outlook. 

[Rhea Gerald]

Hi, would it be possible to check if the user has been added to the suppression list, as I have seen on other tickets?

[Barbara Szczesniak]

@Rhea Gerald I believe that you can contact Atlassian support to help you with that.

[Rhea Gerald]

Hi Barbara, 

I tried looking for the support details but unable to find it. 

Would you be able provide me the details?

Kind Regards 

Rhea

[Barbara Szczesniak]

You can start at https://support.atlassian.com/