Verification codes not being delivered to [email removed] — urgent access issue

[Christian Matte]

Subject: Verification codes not being delivered to invoicing@e-core.com — urgent access issue

Hello team,

We are experiencing an issue where the user cannot access the Atlassian portal using the invoicing@e-core.com login.
When attempting to sign in, the system displays a message saying that a verification code has been emailed (see attached screenshot).
However, the verification code never arrives.

Summary of the issue

• The system indicates that a verification code was sent to invoicing@e-core.com.

• No email is delivered to this inbox.

• Without the verification email, the user cannot complete login and urgently needs access to the Atlassian portal.

• Screenshot attached shows the exact screen where the login process stops (verification code request).

Checks performed on our side

We have thoroughly reviewed our Google Workspace settings and confirmed:

• No Atlassian or Trello domains are blocked
  (@id.atlassian.com, @atlassian.com, @Trello.com, @trellobutler.com, @boards.trello.com, @spemail.trello.com)

• No spam, phishing, routing, quarantine, or compliance rules are preventing delivery.

• The mailbox has no filters or blocked senders related to Atlassian.

• The Google Admin “Email Log Search” shows no trace of the verification emails — meaning the messages do not appear to reach Google’s servers at all.

• Nothing is going to spam or being silently rejected.

In summary: emails from Atlassian to invoicing@e-core.com are simply not being received at all.

Request for assistance

Could you please urgently check:

1. Whether the email address invoicing@e-core.com is correct in your system.

2. Whether verification emails to this address are failing, being suppressed, or blocked on your side.

3. If there is any alternative method to grant immediate access while the issue is investigated (e.g., temporary override, manual verification, or resetting the login method).

This is blocking access to the portal and requires urgent support.

Thank you in advance, and we are available to provide any additional details you may need.

Att, Christian Matte.

[Trudy Claspill]

Hello @Christian Matte 

Welcome to the Atlassian community.

This is a user community. We cannot directly access your accounts to help you solve your issue, but we can provide advice.

If you have a paid product subscription your Organization or Product Administrators can open a support case directly with Atlassian at

https://support.atlassian.com/contact/#/

A couple of possible causes:

1. The individual email address has been blacklisted by Atlassian for some reason, such as too many emails being bounced back.

2. The email domain having been blacklisted.

Is the email address/account being newly granted access to the Atlassian Cloud, or has it had access prior to this? Has the account received any emails from Atlassian products?

Are other email accounts in the e-core.com domain receiving emails from Atlassian products?

Providing that information to Atlassian support can help them diagnose the problem.

On a side note, this is a publicly accessible forum. Be cautious about posting information that you would not want freely available on the Internet, like email addresses or application URLs.

[Prachi Bolar]

Hello,

Welcome to the Atlassian Community 

I understand that verification codes are not being received I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

I request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account or if you facing any issues reaching out we can help further

Thank You,

Prachi