One of my user do not received the email recovery link to reset password

unknown

I'm a Site&Org admin for all Atlassian products and we recently change our main domain for email leaving the old one as alias.
I have a user the has issue with his password, and he can't reset it because the email link is never received 

I try to manage it from the admin panel but the only thing I can do is to "suggest" an email change. I even try to "log in as user" to change the email address bur the Atlassian account is not linked to that tool either 

Juan Manuel Ibarra

Hi Daniel, 

 

First to all try to send a test email:

1. Click Administration (cog icon)
2. Click System
3. Click Outgoing Mail
4. Click Send Test Email
5. Modify the email address
6. Check the SMTP logging box
7. Click Send

Checking the mail queue:

1. Click Administration (cog icon)
2. Click System
3. Click Mail queue
4. Click the Error queue tab

With this you will be able to verify if it is a problem with the password tool or that the jira emails are not reaching the user.

If the test email does not reach you, the problems may be:
1) The email entered for the user is not correct.
2) Some rule of the user's email service is filtering emails (See also the spam folder)