Free tier: Remove email from global suppression after domain add/remove (550 5.1.1)

[John Lopez]

Hi community,

I'm on the free tier of Jira Cloud and can't access support tickets. After adding my custom domain abcubedarchitects.com to my org and then removing it, my main email connect@abcubedarchitects.com got suppressed globally. This is causing 550 5.1.1 "address does not exist" bounces from Gmail/external providers, even though the mailbox is active on Hostinger.

- Admin email audit is empty (screenshot attached).
- Started right after domain removal + original bounces.
- Self-service tools don't show anything.

Can an Atlassian engineer please remove connect@abcubedarchitects.com and the domain abcubedarchitects.com from the backend/global suppression list? Happy to provide more details or logs.

Thanks!

[Walter Buggenhout · Accepted solution]

Hi @John Lopez,

I am not sure if/how an action on your Atlassian account would globally impact availability of your personal/company email account. But I can understand that bringing in support is the right way to investigate / address your concern.

So I just flagged your request with support. They normally respond within 2 business days.

Hope this helps!

[John Lopez]

Good day @Walter Buggenhout ,

I appreciate the support a lot!

All I did was try to setup an Admin Email Audit. Part of the process is domain verification which I did. One of the items to register is the "atlassian bounce" TXT or CNAME (either of the two). 

I used Atlassian AI about this and as I remember, it should be unblocked if I removed from the email audit. As such, I double checked our DNS registry to make sure no more Atlassian entries are there (TXT, CNAME, MX). I did wait for half-a-day before posting here too. Perhaps it's still propagating but I will check later today to confirm while waiting for Support.

This helps a ton, thank you!

[John Lopez]

Hello again @Walter Buggenhout , the issue has been resolved now. Perhaps it was simply the propagation period that took longer than usual. Thanks again!

[Walter Buggenhout]

Glad to hear! 👍