ingle user not receiving Jira email notifications – no emails reaching Exchange

[Sotiria Roumania]

We are experiencing an issue where one specific user in our company does not receive any email notifications from Jira, despite all related settings being correctly configured.

Troubleshooting already performed:

• Jira user email notification settings are enabled (user-level settings checked)
• Relevant notification schemes are correctly configured and working for other users
• The user receives in-app notifications, but no email notifications
• IT has checked the Exchange mail server:
  • No Jira emails are received
  • No rejected, bounced, quarantined, or filtered emails are visible
  • If an email were rejected or filtered, it would appear in the Exchange reports
• Spam/Junk folders and mailbox rules have been checked
• Other users in the same domain receive Jira notifications without issues

Based on the above, we assume the emails are not being sent or are being suppressed on the Atlassian/Jira side (e.g. email suppression/bounce list).

Request
Could you please:

• Check whether the affected user’s email address is on any email suppression or bounce list
• Verify on the Jira/Atlassian side whether email notifications are being sent for this user
• Advise on any further steps required from our side

Additional information

• Jira platform: Jira Cloud
• Issue affects: one specific user only
• Mail system: Microsoft Exchange

Thank you for your support.

[Mikael Sandberg]

Hi @Sotiria Roumania

Welcome to Atlassian Community!

You should contact Atlassian Support regarding this, it sounds like the user in question has ended up on the email suppression list. This happens when emails sent to an address bounces for various reasons.

[Arkadiusz Wroblewski]

@Mikael Sandberg 

Yep that very strong possibility

@Sotiria Roumania  Strongly that can be a reason.