New User's Invite not sending - initial account misconfiguration

[Tony Davis]

Is there anyway to clear previous issues with a new user's email when invited to Jira Cloud?

I had a user that when I set up as a new user in our cloud instance, they didn't receive the first setup email.  It was then identified their account on our company side wasn't setup correctly and had to be reconfigured.

Resending the invite isn't working and they are unable to log in.  I can't seem to find a way from the site admin tools to clear out their previous setup information to reset their info to try again.

Any thoughts and assistance appreciated.

[Tony Davis · Accepted solution]

To close this out in case anyone comes across it in the future with the same issue.

A ticket with support to ask them to clear out the bounce record for the offending email will clear up the issue and allow the welcome email to be resent without issue.