I can't reset a user password.

[msvillarreal]

I have to reset a password for one Atlassian account but the reset link never comes. My email is working fine because I can receive mails. The reset link mail is not in my spam folder i just don't come.

How can I reset my password then?

[Mohanraj Thangamuthu · Accepted solution]

Hello, Good day. Could you share your email domain so that I can check the logs from our end. Thanks

[msvillarreal]

First, thanks for your response. My main account is on the intellisoftware.com.mx domain. I tried to invite users with that domain and I also tried to invite users from the synapse.com.mx domain. They didn't receive the invitation.

[Mohanraj Thangamuthu]

Thanks. Please try to resend the invitation email again. Thanks

[msvillarreal]

Invitation sent to a user from the intellisoftware.com.mx domain. Thanks.

[Mohanraj Thangamuthu]

Thanks, I have checked for the block from our end for the whole domain. Please check with the user again. Thanks

[msvillarreal]

Do I need to send the invitation again?

[Mohanraj Thangamuthu]

No, please check with the user if they have received the invitation email. Thanks

[msvillarreal]

Ah!. No. I haven't received. The weird thing is, I added the user to my Jira team, but it is marked as "active" when it should be "invite", then I tried to login with the email and because I don't have a password for that user I asked for the password reset link, but again, the email hasn't arrived yet. Thanks.

[Mohanraj Thangamuthu]

Can I get the email address of the user who has not received the reset link?

[msvillarreal]

Of course, **@intellisoftware.com.mx Please let me know when you got it so i can delete this post. Thanks.

[Mohanraj Thangamuthu]

I got it, you can delete the above one

[Mohanraj Thangamuthu]

I checked the logs, and I could see "250 OK" for all emails to this recipient. Also, all emails have been delivered from our end.  Please check the email filter policy on the email server on your side. From email address will be like *@id.atlassian.com"

[msvillarreal]

I'll put that in my whitelist, to see what happens.

[msvillarreal]

I put the domain in my whitelist and i received the email. For some reason that domain was blacklisted. Go figure. Anyway, thanks a lot. Great job.

[Walter Buggenhout]

Hi @msvillarreal and welcome to the Community!

Check this support article and have a look if one of the described scenarios matches your specific use case.

Hope this helps!

[msvillarreal]

Thanks for you response, unfortunately that article doesn't help at all. I can't use the user en question because there is no way to reset the password. They don't send the reset link email. I tried also to delete the user and create it again with no avail. I understand that I have a free account, but this bug prevent the system to be useful because o cannot use the other 2 licencies I'm entitled to use. Even as a free users we should be able to report bugs like these.

[Walter Buggenhout]

I can totally understand your frustration about this, but I am also just trying to help out. The article I shared also mentions cases where it does indeed happen that reset password mails don't arrive (if you have a managed account or sign up through Microsoft or Google). It is not because the email does not arrive that it is not being sent. More elements / components may be in play here.

If your account is not a managed account, I can pull in Atlassian support directly over here and see if they can help you out. But please verify (and) confirm that your acount is not managed first.

[msvillarreal]

Thanks again man. No, my email account is not from one cloud service. It is in my server an a hosting service, it is not managed. The fun thing in that in Jira I have registered 2 email both from the same domain, and I can received emails from jira on one of them without any issue but in the other don't. I have no idea why.

Thanks again.