Not receiving email for password reset

[Joop Atsma]

I have reactivated an account which was removed some time ago. The user doesn’t remember the password she used. The problem I encounter is that the user is not receiving any emails when the password reset option is used (for my own account I do).

Maybe a similar issue as Solved: Not receiving email for password reset (atlassian.com) ?
We are using the cloudversion, url https://twinfield.atlassian.net/, users email address:

[Andy Heinzer · Accepted solution]

Hi @Joop Atsma 

I found that messages were being suppressed to that user.  I have cleared the suppression from our side.   Try to re-send the invite now, it should be able to go through provided the mail server doesn't reject the message to that mailbox.

Andy

[Joop Atsma]

Thank you Andy, mails are coming in now.

[MalekBelkahla]

Hello Andy,

We are facing the same issue...the user doesn’t remember the password he used and he is not receiving any emails when trying to reset password option.

[Andy Heinzer]

Hi @MalekBelkahla 

I found there was a suppression on that account.  I have removed this from our side.  Can you please ask the user to try to perform the password reset once more now?  They should be able to receive the email notification with next steps at this point.

Andy

[MalekBelkahla]

Thank you Andy, emails are coming now

[GM]

Hi @Andy Heinzer , We have the same problem with an account of my administrator colleague. He doesn't receive the mail for the password reset. then we are no more able to update the billing information.

Can you help us?

[Andy Heinzer]

Hi @GM 

I found there was a suppression on that admin's account. I have cleared that from our side.  I also noticed that it seems your cloud site has been recently deactivated.   I created a support case on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3195473 in order to reactivate this.

Andy

[Mouad Boug’]

Hi @Andy Heinzer

I am experiencing the same problem. I am not receiving password reset emails to my email. The email I want to login with is my work email:

I would appreciate your help with this.

Thanks,

[Andy Heinzer]

Hi @Mouad Boug’ 

From what I can see of that address, it appears that only one message has been sent there in the past 24 hours, but our system shows that mail as delivered.  I'd recommend checking the spam folder in your mail client.  If it's not there, then I'd suggest reaching out to your mail administrator for more help.  I'm not seeing any bounced or delayed responses from the SMTP server of that address.

Andy