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An User does not receive the invitation mail

Yichen Liu_3mo93o

Hi,

We have added a new user to our Jia and Confluence sites and have sent an invitation email to the user. It seems that the user does not receive any invitation email from Jira. We tried it several times, also with deleting and adding the user into the group again. Still it did not work.

We have also contacted the email service provider, there isn't any problems with receiving external mails lately. Could you please check why this is causing issue?

Thanks in advance!

Accepted answers

Peter DeWitt

@Yichen Liu a few thoughts...

Has the user checked the junk folder? I know this is obvious but I still forget to do this from time to time.
Maybe there is a delay in the sending of the email from cloud?

For in-depth troubleshooting, you will need to work with someone from inside Atlassian. I recommend opening a support ticket through your cloud instance. This will get you access to internal support. They will have access to what is going on behind the scene.

gl -pjd

John Funk

Hi @Yichen Liu - I would open a support ticket with Atlassian to see if the email address has been blacklisted with Atlassian.

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

Daniel Eads

Hi @Yichen Liu ,

I've checked our mail records for your domain and found an address recently bounced with this error from your organization's mail server:

550: 550 #5.1.0 Address rejected.

This may have occurred if the first invite to the user (dated January 18) was sent before the user's mailbox was completely set up. I've cleared the error from our mail service. The invite will need to be resent from the user admin page.

Cheers,
Daniel | Atlassian Support

All comments

Peter DeWitt

@Yichen Liu a few thoughts...

Has the user checked the junk folder? I know this is obvious but I still forget to do this from time to time.
Maybe there is a delay in the sending of the email from cloud?

gl -pjd

John Funk

Hi @Yichen Liu - I would open a support ticket with Atlassian to see if the email address has been blacklisted with Atlassian.

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

Daniel Eads

Hi @Yichen Liu ,

I've checked our mail records for your domain and found an address recently bounced with this error from your organization's mail server:

550: 550 #5.1.0 Address rejected.

Cheers,
Daniel | Atlassian Support

Yichen Liu_3mo93o

Thank you for the support and information about the issue, the user has received the invitation after resending.

Best Regards,

Yichen

Yichen Liu_3mo93o

Thank you for the answer, the problem is solved.

Agata Wijaczka

Hi, @Daniel Eads we have a similiar issue and sounds like it could be the very same reason email was never received.

I've tried using the contact form, but keep getting an error message there for a week now.... Would you be able to help?

Webmaster_wzm798

@Daniel Eads can you do the same for giuliathelabel.atlassian.com (user plgaudreau) please ?

Daniel Eads

If you've landed on this thread, you likely are having trouble getting invitation emails from Atlassian Cloud (Jira Cloud, Confluence Cloud, Bitbucket Cloud) for yourself or a teammate.

Due to various messages your mail server might have returned when the invitation was sent, Atlassian's mail systems may have paused further emails. This can be cleared up a couple ways:

If you are on a paid site, open a support case with us (you may need the help of a Site Admin at your company)
If you are on a free site or can't find a site admin on your paid site, start a new question here on Community using this link.
Ask a new question about email unblocks

A tag will be added to help our support team quickly respond to the question and get the emails flowing again.

If your company uses Office 365 for email, also consider allowlisting emails from Atlassian to proactively prevent future email delivery issues.

Why can't I just comment on this thread?

Only watchers of a thread get notifications of new replies. Starting a new question with the link/button provided above will help the whole support team get a notification of the question. This means you still get help, even if specific Atlassians have taken vacation or changed roles. The team is stronger than any one person!

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