Jira Cloud – No email notifications for a specific user (likely suppression after bounces)

[Frédéric GUEDJ]

Site: https://jiradot.atlassian.net User: - Email: viviane.ea@prestataire.sihm.fr - 

 Problem: This user can log in and use Jira normally on jiradot, but she does not receive ANY Jira email notifications (no issue updates, no @mentions, no watcher emails).

What we checked:

1) Jira user profile → email notifications are enabled.

2) We added her as a watcher on issue JIR-550.

3) We triggered notifications (comments / @mentions / status transitions) on JIR-550.

4) Other users watching / mentioned on the same issue DO receive notifications (if applicable).

5) Our mail system (Exchange/Defender) shows NO inbound email attempts from Atlassian to this recipient for the test timestamps (message trace is empty).

Context: - The userid previously had an email on another domain (mutex-exterieur.fr) and was migrated. - The historical Jira account has been updated a long time ago: email now points to viviane.ea@prestataire.sihm.fr and there is no remaining SCIM link to the old Mutex directory.

Hypothesis: Due to historical bounces (old domain/mailbox), Atlassian may have suppressed email delivery for this recipient.

Request: - Please check if this email address or this Atlassian accountId is on any bounce/suppression list in your mail sending system. - If so, please remove it from the suppression list and re-enable email delivery for Jira notifications. Test references: - Issue key: JIR-550

[Christos Markoulatos -Relational- · Accepted solution]

Hi @Frédéric GUEDJ welcome

When an email address has historically bounced (which very likely happened during or after the domain migration from mutex-exterieur.fr), Atlassian's email delivery infrastructure adds that address to a suppression list and stops attempting delivery entirely. This is exactly why your Exchange/Defender message trace shows nothing: Atlassian never makes the delivery attempt in the first place.

The good news is that Jira Software project admins now have a self-serve way to check and resolve this. Navigate to the affected Jira Software project, then go to Project settings, Notifications, and Project email audit. From there you can search for the user's address and, if she appears as suppressed, unblock her directly without needing to raise a support ticket. If there is no Unblock email option for this user and she is still not receiving notifications, the next step is to raise a support ticket with Atlassian, including the affected email address and a link to the project where notifications are expected. It is also worth asking your Exchange/Defender admins to confirm that Atlassian sending domains and IP addresses are fully whitelisted, so that once the suppression is lifted, the address does not bounce again and land back on the list.

Hope this helps!

Helpful links:

https://support.atlassian.com/jira/kb/unsuppress-email-address-in-jira-cloud-software-or-work-management-projects/

https://support.atlassian.com/jira/kb/users-and-jsm-customers-not-getting-jira-cloud-emails-because-of-bounces/

https://support.atlassian.com/contact

[Frédéric GUEDJ]

Hi Christos - I will try and let you know - Thanks for answering my question !

[Philipp Sendek _catworkx_]

Hi @Frédéric GUEDJ and welcome to the community,

thanks for providing such a complete picture of the situation and even some background information on the affected user account.

It can be that your theory is completely correct, however I've also had cases where some e-mail addresses where blocklisted in Atlassian's e-mail servers without any migration-history.

The best way is to create a support ticket with Atlassian at https://getsupport.atlassian.com/ so that they can check whether no mails where sent to that address on their end. I consider this a common issue, so hopefully they'll be able to sort this out quickly.

Greetings
Philipp

[Frédéric GUEDJ]

Thanx Philipp & Christos. The Christos way worked for Viviane. 

Best !

Frédéric