Everyone on team stopped receiving email notifications

[Vivian Chen]

My team noticed that we stopped receiving any email notifications from Jira Software. The last time someone received an email from Jira was on Nov. 8, 2023, which is also right around the time we got signed up for a free trial of Jira Service Management (not sure if it's related). We all checked our spam folders, personal settings, and notification schemes. Every setting is set for us to get notified by email, but no emails are coming in from Jira. Any help is much appreciated!

[Trudy Claspill]

Hello @Vivian Chen 

Welcome to the Atlassian community.

It is possible that your email domain has been blacklisted on the Atlassian side. I am adding a tag to this post to bring it to the attention of Atlassian Team members who can check.

[Andy Heinzer]

Hi @Vivian Chen 

For free plan sites, there is a limitation of only 100 emails that can be sent by the site in a single day. This is noted in What is the Free Jira Cloud plan? - Email notifications.

In addition to that, evaluations of other products can also trigger a different email limitations. These tend to only happen though for instances that do not have sufficient billing details listed within them. 

I took a closer look at your site and it does appear that several users stopped receiving notifications after Nov 9th, until Nov 29th.  I believe this was due to the eval limit.  Looking at your site now, it appears that the eval license has been removed.  While I haven't seen any new notifications to your account specifically, I found another user on your site that received one message yesterday.  I expect that removing the trial will have corrected this.  Try to see if this is working now.  If it is not, please let me know and I can take a closer look.

Regards,

Andy

[Vivian Chen]

Hi @Andy Heinzer

Thank you for the detailed explanation on why the emails might not be coming in. Not sure what message got sent out on the Nov. 19th, but there has been ticket updates and activity throughout this morning, however email notifications are still not being received. 

Thank you,

Vivian

[Andy Heinzer]

@Vivian Chen I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-941661 so that our support team can investigate this further.

Andy

[Vivian Chen]

Thank you so much @Andy Heinzer