User not receiving email (signup, reset, task notifications)

[Peter Mee]

I'm having trouble with a single user who cannot receive e-mails from Atlassian so cannot sign up / participate in Jira.

I have multiple users with email addresses from the same domain (our company)

Most have been successfully added to https://<mysubdomain>.atlassian.net, have gone through the sign up process, can access our Jira and will receive notification emails.

One user (with the same email domain) has been added but does not receive the sign up e-mail and, if attempting to use the forgotten password link, does not receive that email either.

Effectively, this user is visible in Atlassian, can be assigned tasks in Jira but cannot log in to participate.

We have checked with our IT department who advise that there is no impediment on our corporate network or with our e-mail system that would stop this user receiving emails.

Please advise

[Angélica Luz]

Hi Peter,

As there are few users on your instance, I was able to check on SendGrid and Looking Glass if there was some block or bounce on the emails of your domain, but it didn't return anything.

Has this user checked the spam folder?
Can you please ask your IT manager to whitelist our IPs and domains?

Allow these domains for Atlassian Cloud and related services:

https://*.atl-paas.net
https://*.atlassian.com
https://*.atlassian.io
https://*.atlassian.net
https://*.jira.com
https://ajax.googleapis.com
https://cdnjs.cloudflare.com

The current IP address ranges you need to allow are:

104.192.136.0/21 
131.103.26.0/23 
131.103.26.0/24 
131.103.27.0/24 
131.103.29.0/24 
165.254.226.0/23 
165.254.226.0/24 
165.254.227.0/24 
131.103.28.0/24 
185.166.140.0/22

After that, please send a reset password email again in order to test.

Regards,
Angélica