sign up email not sent

Question

Hi There ,

We've added 4 new users on Jira on friday Last week , however they still haven't received any sign up email ( Which allows them to activate their account and set their password),

We've also tried resetting their password but no email is sent through to their mail boxes .

we've checked Junk email folder , no luck .

Is Jira (cloud) having any issues with those automatic email registration ?

Thanks

Andy Heinzer · Answer

Hi Fabrice,

Sorry to hear about this problem.  I understand that there are a few users that have not received their invitation email from Atlassian Cloud.  It is possible that an individual address might have failed to send initially.  That can happen when the the user is invited within Atlassian Cloud, but say for example that their email account has not been created yet within that mail server.

There are also other reasons this can happen, but a failure like this can put that address on a deny list within Atlassian.  There are a couple of ways to address this.  If you can let me know the exact email addresses, I can scan to see if there are any blocks in place from Atlassian's side.

However since you are not a site-admin of this Cloud site, you can't re-invite these users.  A site-admin could, but we would want to check if there is a block in place first.  Which is another reason that if you do not want to share these email addresses publicly, then in turn a site-admin should create a support case on https://support.atlassian.com/contact and choose Technical problem & bugs, and then be sure to choose the Cloud site URL for your site.  This will direct that request to our Cloud support team who can help.

However if you're not a site-admin, (or you are a site-admin but of a Cloud site on a Free plan) then trying to complete that form will only redirect you here to Community for support.

Please let me know.

Andy

Fabrice.FOTSO.ext · Answer

https://community.atlassian.com/t5/Jira-Software-questions/Sign-up-email-for-Jira-not-received/qaq-p/1333165