User Not Receiving Reset Link

[Nick Coppola]

Hello,  I have a user who says she cannot log into our Jira environment. She says she has requested a reset link numerous times, but has not received the link.  Is there anything that I can do to help her with her access issue?

[Andy Heinzer]

Hi @Nick Coppola 

I understand you are trying to help another user to login to an Atlassian Cloud site, but they are unable to receive an account password reset email.  Could you please share with me either the email address or the Atlassian Account Id of that user?  This way i can investigate further to see if that user is being suppressed by our mail system.

[John Funk]

Hi Nick,

She is probably on the Atlassian Suppression List for some reason. Let me see if someone from Atlassian can come help since you are on a free subscription.