Newly created customer in JIRA Service desk project is not receiving invite e-mail

Question

Hi,

I have created JIRA Service desk project and created group of customers to add some of users for respective customers.

For one of users, I created user and users did receive invite e-mail. However when user went ahead to use this link to create user, user didnt get created. After couple of failed attempts, I tried to re-create this user couple of times and now to my surprise user is not even getting invite mail. Neither user is able to reset password. So for this user JIRA service desk cant be used.

At similar time, I created 2 other users for different customer using same process and these 2 customers are using JIRA service desk without any issues.

Thanks in advance and look forward to any pointers that we may have.

Regards,
Sachin Deodhar

Daniel Eads · Answer

Hey @Laurie Egbert , there is a possibility the person you're trying to invite has wound up on an email suppression list on the Atlassian Cloud side. If previous attempts to deliver mail to them have bounced back, our mail service pauses further attempts (with the assumption that either the mailbox no longer exists or the mail server is not accepting mail any longer).

Atlassian Support can check for this condition. In order to keep their email address private, opening a support case at support.atlassian.com/contact would be the way to go. Mention that this customer isn't receiving their invitation email, and also include the email address for this person in the issue description.

Thanks!
Daniel | Atlassian Community

Laurie Egbert · Answer

I am discouraged to see that there were no replies to this yet. We have one customer who never signed up using their original invitation (which has expired). I've deleted and readded this individual. Unfortunately, they are not receiving their invitation while others are.

Sachin, were you able to resolve this somehow on your own?