Atlassian verification too slow

[Sebastiaan_Van_Geel]

Hello,

I'm working via following two links of resp. QPS and Norbit 

https://qpssoftware.atlassian.net/

https://jira.norbit.com

Since 19/09/25, there is however somehow an verification code required via e-mail and either it is sent way too slow from your server or the screening of our incoming e-mails is take more time than anticipated, making your portal unusable.

Typically only receive the code after 5 to 10 minutes while the validity is only 5 minutes

Can either be investigated why your server is sending these codes so slow or can the validity of the codes be extended to more that 5 minutes?

Kind regards,

Sebastiaan Van Geel

DEME Offshore

van.geel.sebastiaan@deme-group.com

__PRESENT

[Robert DaSilva]

Hi @Sebastiaan_Van_Geel ,

I'd recommend reaching out to Atlassian Support directly via support.atlassian.com. This could be related to a performance issue with your site specifically, or a more wide spread issue. They'll have more specific information to help with.

Cheers,

Robert

[Sebastiaan_Van_Geel]

Hi Robert,

as I'm an end user going into the portal from QPS and Norbit support, we do not have a paid Atlassian account ourselves. Is it then possible to contact them via e-mail as it all seems to be blocked off behind paid account support only?

Or is there perhaps an e-mail address from their support available to highlight this bug/issue?

KInd regards,

Sebastiaan

[Robert DaSilva]

Ah! Good to know. In that case, if you have someone at both of those organizations you can reach out to, I would recommend informing their admins of the slowness. The admins of those sites will need to raise a support ticket with Atlassian directly.

I'm not aware of an email address to submit items to Support, and I don't believe they will be able to help unless you have administrative privileges on the site in question.

The only other thing I can think of would be an incoming malware / spam protection filter on your email provider that is causing some of the delay. Are you able to check with your email administration team to see if that might be the case?

Robert

[Sebastiaan_Van_Geel]

Alas both companies are not very eager to resolve something with their service provider and here wer are stuck in the middle with a non-working portal...

And also from our own ICT side they say nothing's wrong with the mailing system: intorducing a non-desired dual authentication without properly testing, combined with a time limit of only 5 minutes is not the cleverest way to go about it

__PRESENT

[Robert DaSilva]

Unfortunately there's not much we can do from the Community side. The Community is more of a forum aimed to help with configuration challenges and answering questions. Infrastructure issues with the platform need to be raised with Alsatian directly, by the owners of the instance.

Robert