Not receiving any emails from Atlassian

[Kağan Akyol]

I'm an Administrator at Jira. We are having an issue with one user, which never receive emails. It's unable to sing and reset password. Jira rejects known password, like blocked. 

[Prachi Bolar]

Hello @Kağan Akyol 

Welcome to the Atlassian Community 

I understand that you are not receiving emails. I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

If the you are not part of the suppression list , request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account.

Thank You,

Prachi

[Kağan Akyol]

Thanks Prachi. But under the Unblock Users, everthing looks fine. "An invitation sent and accepted" But no email received, so no accept.

[Prachi Bolar]

Thank you for confirming :) Please reach out to https://support.atlassian.com/ so that we can further check the user account and investigate why the emails are not sent to the user from the backend,

[Kağan Akyol]

Already reacjed out. Thank you

[Shikha Verma]

Hey @Kağan Akyol, Welcome to the community!

• Double-check the user’s email address in the Jira User Management section to ensure it’s correct.
• Email Bounce or Block: Sometimes, emails can be blocked or bounced due to spam filters, full inboxes, or issues with the email provider.
  • Ask the user to check their spam/junk folder.
  • Ensure that your organization’s domain is not blacklisted or blocked by the user’s email server.
• Check Email Logs
  
• Reset Password from Admin Panel
• 2FA or SSO Issues
• Account Lockout:If the user has tried multiple times to log in with the wrong password, their account may be locked. You might need to unlock the account from the admin panel.
• Check User Permissions
• In the end you can Re-invite the User

[Kağan Akyol]

Thank you Shikha.

Here is the checklist status:

• Double-check the user’s email address in the Jira User Management section to ensure it’s correct. Correct
• Email Bounce or Block: Checked the Spam/Bulk Mailbox, blocked users, also tried with adding to allow list
• Check Email Logs : Jira logs say "Invitation has been sent" But email logs saying "nothing", Also tried to redirect emails to another email which is working and receiving all notifications from Jira/Confluence.
  
• Reset Password from Admin Panel : There is no reset password at our Admin Panel, only sending reset email
• 2FA or SSO Issues : No MFA activated. During SSO logging in, Jira says "password issue"
• Account Lockout: Account is active
• Check User Permissions: User has same permission as other users
• In the end you can Re-invite the User : Tried to invite multiple times, different days. "Jira says "Invitation has been sent and accepted"