Hi all We're not receiving any verification emails when we set up more accounts for our domain. We have: * Our domain is chartroom.io * The email we are trying to setup is samuel.jenks@chartroom.io * Confirmed the email spelling. * Checked the spam folder. * Verified our domain (DNS) in Atlassian Admin and claimed accounts * Tried more than one email account. * We currently have 2 valid accounts claimed under our domain and are trying to set up a third. * We don't have any corporate rules to block Atlassian. As we're using the Free Version of Jira at the moment, I don't see a way to contact Atlassian Support directly. Any support or suggestions would be welcome. Is there a way I can speak to a Support Rep or log a support call as a free user?

For the purpose of an answer for the Community, here is the sequence of events and how it was resolved. * I had created a new user in Office 365. * I had added created a new Atlassian user using the new email address. * The Verification Email from Atlassian bounced with an "access denied" error.* Apparently it can take some hours (up to 4?) for Office 365 to properly set up the new user/email. * After trying several different options, I changed from the Free plan to the Standard Plan. This enabled me to log a ticket with Atlassian. * Atlassian responded quickly, found the bounced email and unblocked the email account.* There is a feature in the queue to better inform the user if an email bounces. Here is the link below. Feel free to Up-Vote it if this relates to you. * JRACLOUD-67264 Email notification stops working without any error indication * Following @Daniel Eads post above, I have implemented the new rule in Exchange.

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Not receiving email notification

Peter Jenks_p4fh7b

Hi all

We're not receiving any verification emails when we set up more accounts for our domain.

We have:

Our domain is chartroom.io
The email we are trying to setup is samuel.jenks@chartroom.io
Confirmed the email spelling.
Checked the spam folder.
Verified our domain (DNS) in Atlassian Admin and claimed accounts
Tried more than one email account.
We currently have 2 valid accounts claimed under our domain and are trying to set up a third.
We don't have any corporate rules to block Atlassian.

As we're using the Free Version of Jira at the moment, I don't see a way to contact Atlassian Support directly.

Any support or suggestions would be welcome.

Is there a way I can speak to a Support Rep or log a support call as a free user?

Accepted answers

Peter Jenks_p4fh7b

For the purpose of an answer for the Community, here is the sequence of events and how it was resolved.

I had created a new user in Office 365.
I had added created a new Atlassian user using the new email address.
The Verification Email from Atlassian bounced with an "access denied" error.
- Apparently it can take some hours (up to 4?) for Office 365 to properly set up the new user/email.
After trying several different options, I changed from the Free plan to the Standard Plan. This enabled me to log a ticket with Atlassian.
Atlassian responded quickly, found the bounced email and unblocked the email account.
- There is a feature in the queue to better inform the user if an email bounces. Here is the link below. Feel free to Up-Vote it if this relates to you.
- JRACLOUD-67264 Email notification stops working without any error indication
Following @Daniel Eads post above, I have implemented the new rule in Exchange.

All comments

Carlos Garcia Navarro

Hi @Peter Jenks ,

Did you check this article: https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications/?

I also recommend to use Notification Helper as described here: https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Peter Jenks_p4fh7b

Hi @Carlos Garcia Navarro

Thanks for your reply. I have read your post and reviewed the article. This relates to Jira notifications. This is not the problem we have.

We are not receiving Email Verifications when creating a new account. Can you check the system to see if the email samuel.jenks@chartroom.io has been blocked for any reason?

Thanks.

Carlos Garcia Navarro

Sorry I misunderstood your question, Peter. Just to confirm, have you also checked the notes here: https://support.atlassian.com/atlassian-account/docs/email-address-verification-issues/?

Your issue sounds similar to this one that @Daniel Eads troubleshot for another user: https://community.atlassian.com/t5/Jira-questions/Not-receiving-verification-email-for-new-account/qaq-p/1767812. (I'm mentioning Daniel, in case he can help :-) ) Thanks!

Peter Jenks_p4fh7b

Hi @Carlos Garcia Navarro

Thanks again for your reply. I have checked the article and checked all of the associated points but without success.

@Daniel EadsAre you able check that samuel.jenks@chartroom.io and the domain chartroom.io are not currently being blocked please?

Thanks

Peter Jenks_p4fh7b

For the purpose of an answer for the Community, here is the sequence of events and how it was resolved.

I had created a new user in Office 365.
I had added created a new Atlassian user using the new email address.
The Verification Email from Atlassian bounced with an "access denied" error.
- Apparently it can take some hours (up to 4?) for Office 365 to properly set up the new user/email.
After trying several different options, I changed from the Free plan to the Standard Plan. This enabled me to log a ticket with Atlassian.
Atlassian responded quickly, found the bounced email and unblocked the email account.
- There is a feature in the queue to better inform the user if an email bounces. Here is the link below. Feel free to Up-Vote it if this relates to you.
- JRACLOUD-67264 Email notification stops working without any error indication
Following @Daniel Eads post above, I have implemented the new rule in Exchange.

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