Cannot initiate a new Jira user

[Brad Schmor]

We have a new user we have added. I click Invite user... no email. I send her to the PW recovery... it SAYS they have sent a notification to her email address.. it never comes. I click Reset Password and it says it's sent an email to her... it never comes.

BUT - if I make her a watcher on an issue and make a comment, she gets that notice. So yes her email address in the system is correct.

I am going crazy trying to figure out what is wrong. I have admin rights in Jira but I cannot figure out what to do.

[Shannon S · Accepted solution]

Brad,

Are you referring to Johanna? I see that your email domain had a user whose emails from Atlassian were being dropped because the first time we tried to email her, your Outlook server replied with the following error:

550 5.4.1 [johanna****@a*******.com]: Recipient address rejected: Access denied [*******.prod.protection.outlook.com]

I've removed the block. You'll want to just check with your Outlook administrator on the error; perhaps her account hadn't been synched fully when you attempted to add her as a user.

Once you confirm it should be okay, you can send her a password reset email.

If this is not the user you're referring to, then we'll need to make a support ticket for you because we'll need the exact email address of the user and I prefer not to have you post her email on a public forum.

Regards,

Shannon

[Brad Schmor]

Yes I am, and yes THANK YOU that worked!

[Shannon S]

Glad to hear!

If you run into the issue again feel free to contact support directly. Of course, I am happy to help but this way you can just give them the email address there and they can remove the block for you and make sure the email goes through.

Take care, and have a pleasant rest of your week.

Regards,

Shannon