Cannot receive verification code (OTP) for Atlassian account login

[Thang Phan]

Title:

Title: Cannot receive verification code (OTP) for Atlassian account login

Hello Atlassian Team,

I am unable to log in to my Atlassian account because I never receive the verification code (OTP) email.

Details:

• Account email domain: @powergatesoftware.com

• Account type: Free Atlassian Account

• Login method: Email verification code (OTP)

Issue:

• The login page indicates that a verification code has been sent.

• No verification email is received.

• I have clicked "Send code again" multiple times.

• No OTP email arrives in Inbox, Spam, Junk, or Quarantine folders.

• Other emails are being received normally on this mailbox.

Could someone please check whether:

• My email address is on a suppression/bounce list.

• There is a delivery issue with OTP emails for my account.

• There is any issue on the Atlassian side preventing verification emails from being sent.

As I cannot log in, I am unable to create a support ticket through the normal support portal.

Any assistance would be greatly appreciated.

Thank you.

Hello Atlassian Team,

I am unable to log in to my Atlassian account because I never receive the verification code (OTP) email.

Details:

• Account email domain: @powergatesoftware.com

• Account type: Free Atlassian Account

• Login method: Email verification code (OTP)

Issue:

• The login page indicates that a verification code has been sent.

• No verification email is received.

• I have clicked "Send code again" multiple times.

• No OTP email arrives in Inbox, Spam, Junk, or Quarantine folders.

• Other emails are being received normally on this mailbox.

Could someone please check whether:

• My email address is on a suppression/bounce list.

• There is a delivery issue with OTP emails for my account.

• There is any issue on the Atlassian side preventing verification emails from being sent.

As I cannot log in, I am unable to create a support ticket through the normal support portal.

Any assistance would be greatly appreciated.

Thank you.

[Samuil Enchev · Accepted solution]

Hi @Thang Phan

It sounds like you’ve done the right thing by checking with your IT team. Since they’ve confirmed the emails aren't even reaching your company servers, the issue is almost certainly a 'Hard Suppression' on Atlassian’s side.

This happens when Atlassian’s mail provider (SparkPost) flags an email address as 'invalid' after a single bounce and stops trying to send to it entirely.

The best way to fix this is to raise a ticket that doesn't require a login:

1. Go to the Atlassian Support.

2. Under 'How can we help you?' select Your account
   
3. Under 'Choose a topic' select Log-in issues

4. Select 'Account login issues'.

5. Click 'Need more help?' (you may have to do this twice)

6. In the 'Your question' field you can copy and edit the below wording:

"I am unable to receive OTP verification emails for my account ([Your Email Address]). My company IT team has investigated and confirmed that these emails are not reaching our mail servers (they are not in spam, junk, or quarantine).

Please have a support engineer check Mailtracker and the SparkPost suppression list for my email address. If there is a 'Hard Bounce' or 'Invalid Recipient' status, please manually unsuppress my address so I can receive the OTP and log in."

This should get your ticket to the right team who have the tools to clear that internal block.

Best,
Samuil

[Thang Phan]

Hi @Samuil Enchev ,

Thank you very much for your detailed guidance. Your suggestion is very helpful.

I have followed the steps you provided and submitted the request accordingly. I hope the Atlassian Support team will be able to investigate and resolve this issue soon.

Thank you again for your time and assistance.

[Thang Phan]

Hi @Samuil Enchev ,

You were absolutely correct about the root cause.

I contacted Atlassian Support through the web chat support channel and explained the issue exactly as you suggested. Their team checked the suppression list and found that my email address had been blocked. They then removed the suppression, and I am now receiving OTP verification emails again.

I can successfully log in to my account now, and the issue has been fully resolved.

Thank you very much for your accurate guidance and support. I really appreciate your help.

Best regards,
Thang Phan

[Evgenii · Accepted solution]

Hi, @Thang Phan 

Welcome to Atlassian community!

In such situations you need to contact Atlassian support, to check it. 
https://support.atlassian.com/
Community members can't make such research.

But in current case, when you can't login under your account, I called support to ticket, but usually they are answering in 3-5 working days.

P.S.
Also try to ask powergatesoftware company email administrators, maybe there are protection rules for incoming messages. Atlassian emails can be blocked by these filters.

[Thang Phan]

Hi @Evgenii ,

Thank you for your response and for reporting this issue to the Atlassian Support team on my behalf.

Our email administrator has thoroughly checked our mail system and confirmed that emails from Atlassian/Jira are not being blocked, filtered, or quarantined. We are able to receive other Atlassian emails successfully.

I also visited the support page you provided (https://support.atlassian.com/), but I could not find any option to contact Atlassian Support directly via chat, email, or phone regarding this issue. It is possible that my Atlassian account is on the Free plan, which may limit access to support channels.

Could you please help connect me directly with the Atlassian Support team or escalate this case to the appropriate team for further investigation? I would greatly appreciate any assistance in resolving this issue, as I am currently unable to access my account due to not receiving the verification code (OTP).

Thank you very much for your help and support. 

[Evgenii]

You can contact support through form here:
https://support.atlassian.com/contact#/

But I also called support to ticket (and I was wrong, they answer in 2 business days):

We received your request. Help is on the way! An Atlassian Support Engineer will review the post and respond on this thread within 2 business days.

[Thang Phan]

Hi @Evgenii,

Thank you very much for your help and for escalating this issue to the Atlassian Support team.

I have already visited the support portal you provided. However, I am unable to submit a support request because the form requires a Site URL (xxxxx.atlassian.net), and I only have access to my Atlassian account. Since I am currently locked out and unable to receive the verification code (OTP), I do not know which Site URL is associated with my account.

I would greatly appreciate it if the Atlassian Support team could review my account directly and check for any OTP delivery, suppression list, or account-related issues that may be preventing me from logging in.

Thank you again for your assistance. I look forward to hearing from the Atlassian Support team.