User has forgotten password and has now been logged out of Jira.

[Mandy Williamson]

User has clicked on the forgot password and Jira shows a message that an email has been sent, but no email arrives.

Jira has the correct email address as the user receives email updates from existing and new Jira tickets raised by other users.

[Tomislav Tobijas]

Hi @Mandy Williamson ,

Are we talking about Jira cloud or Data Center?

In the cloud, a user's email can land in the suppression list > in case Atlassian email service provider received a 'hard bounce.'
Now, with this, I believe you can chat with a support agent here and it can check if the email address is impacted in the way described above.

If we're talking about DC:

• I do believe you could first verify the outgoing email server by navigating to Administration > System > Outgoing Mail.
• Secondly, you could go to Mail Queue and check if you can find any info there.
• You could also check audit log for any "user password reset" events
• There's also an option for additional debudding on Jira side - navigate to Administration > System > Logging and Profiling and enable DEBUG for "com.atlassian.mail"
• If you can check with internal IT, I'd recommend also checking your mail server. There could be some content filtering set or something similar.
  On top of that, user should check their spam or junk email folders to see if the mail didn't land there by any chance 👀

Cheers,
Tobi