Atlassian identity verification code emails never arrive, but other Atlassian email does

[David Malka]

I’m unable to log in to my Atlassian account because the identity-verification code email never arrives.

The email address is definitely correct:

• Atlassian successfully sent a marketing email to the same address today at 10:33.
• I sent a test email to the address from Gmail and it arrived within seconds.
• I have checked the mailbox directly in my hosting provider’s webmail, not just in a local mail client.
• I have checked spam/junk.
• I have requested the verification code more than once, but no verification email appears at all.

So this does not look like a general mailbox-delivery problem or an incorrect email address. It appears to affect Atlassian’s identity-verification emails specifically.

I cannot access normal Atlassian support because I am on a free plan, so I’m asking here whether anyone knows: 

1. whether Atlassian identity-verification emails can become suppressed separately from marketing email;
2. whether there is any way to get that suppression cleared;
3. whether there is another route to regain access when the verification email itself is not being delivered.

I’m currently locked out of an active Jira/Customer Service site because the only login method being offered depends on the missing code.

[Jean Horn]

Hello,

I understand your frustration with not receiving the email, which is preventing you from accessing your account.

Looking into similar issues, your email address may have been suppressed by Atlassian's email service due to a sending policy. In these cases, reaching out directly to the Atlassian team is the best way to resolve it. However, since you are on the Free plan, direct contact for account and email issues isn't available through standard support.

@Rebekka Heilmann _viadee_, as a Community Champion, would you be able to help connect us with someone in support or guide us on how to get this resolved? I am mentioning you because I noticed you recently answered some questions... I hope you don't mind the tag!

[Rebekka Heilmann _viadee_]

Hi @David Malka

Hi @Jean Horn 

While I can't help you directly, I have escalated this question to the Atlassian Team on the Community here.

Email issues usually are not on Atlassian's side but some rules on the receiving end. Note that marketing emails and verification code come from different sender email addresses so receiving one doesn't say anything about the other.

I am only getting verification codes through external user policies but they are coming from @id.atlassian.com 

[Jean Horn]

Thank you so much!