Confirmation e-mail not being delivered to new user

[Pedro Galieta]

Hello, there's a new user in my team trying to create an account but getting no confirmation e-mail. We've tried to send an invitation through Jira, but it is also not delivered. The e-mail provider is fine since he can send and receive, it appears that only Atlassian messages are blocked.

Any hints on that?

Thanks in advance

[John Funk]

Hi Pedro - Welcome to teh Atlassian Community!

I would open a support ticket with Atlassian to see if the email address might have been blacklisted.

https://support.atlassian.com/contact/#/

[Pedro Galieta]

Thanks, @John Funk . I've tried it before and ended up here. I'll take another look.

[Jack Brickey]

what if you simply provide the user with the url to your instance, can they login?

[Pedro Galieta]

We're trying that now. Thanks for the idea, @Jack Brickey 

[Jack Brickey]

Assuming that the user can then login via the URL the next question will be whether they receive notifications for any issues created. This point is associated with John Funk's input here, i.e. there may be some blacklisting factoring into the issue. Please let us know if the user is not receiving notifications for create and commented issues.

BTW, the reason you are redirected to the community when trying to open a support request is because that you were on the free tier plan.

[Pramodh M]

@Pedro Galieta 

Welcome to the Community!!

Ask the user to just navigate to your site.

The user will have access.

Thanks

[Pedro Galieta]

Thanks, @Pramodh M . I'll try this aproach

[Pramodh M]

@Pedro Galieta 

Did the user access the Site?