User not receiving verification emails from Atlassian

[Sai Naralasetty]

Hi Team,

We’ve identified an issue where a user from our domain (@cooloff.com.au) is not receiving recovery emails. The user forgot their password and attempted to log in by clicking on the recovery link to retrieve their account/password, but no emails have been delivered. 

I came across a similar issue on the Atlassian community and suspect this might be related. Could you please check if the user’s email address is on the suppression list and remove it if necessary?

Your prompt assistance would be greatly appreciated.

Thank you! 

Solved: I'm not receiving verification or notification ema...

’ve checked the message trace, and there’s no record of the recovery emails being blocked.

[Utkarsh Agarwal]

Hi @Sai Naralasetty 

You can try checking the Admin Email Audit feature. Here's the link to access it:

https://xyz.atlassian.net/jira/settings/system/notification-logs

In this section, you'll be able to view email logs and find an option to unblock emails.

You can find more details about this setting here: https://support.atlassian.com/jira-cloud-administration/docs/unblock-user-invites/ 

Kind Regards
Utkarsh

[Bibek_ikuTeam_]

@Sai Naralasetty ,

Welcome to the community. Most likely the user is in the suppression list of Atlassian side (Assuming). The best way to confirm and get this sorted would be by reaching out to Atlassian. I am following this thread, please share the outcome after the investigation is complete.

Regards,

Bibek

[Sai Naralasetty]

Thanks for the response! I’ll look into it. Just to clarify, is there an easier way to contact Atlassian support directly? I’ve been pointed towards community support a lot, and it’s not always the fastest option. Appreciate any help with this!

[Bibek_ikuTeam_]

you are welcome @Sai Naralasetty ,

Reviewing the logs in the first place is the best thing to do in such a situation.

I find it most helpful when troubleshooting email-related issues.

https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Customer-notification-logs-in-Jira-Service/ba-p/2364680#U2568458

-Bibek