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New user not receiving invitation and mail verification

andrey.taskov

Hi,

I am trying to invite new user but he is not receiving invitation mail. When trying to login directly, the user is requested to verify his mail but the verification e-mail is not coming either.

Junk box is empty, tried to delete and recreate the account, resend the invite but we are not able to get e-mail to proceed.

Can you please advise ?

Accepted answers

Daniel Eads

Hi @andrey.taskov ,

Checking our mail service logs for your email domain, I found several instances of bounce errors like the following:

550: 550 5.4.1 Recipient address rejected: Access denied.

I've cleared these errors out from our mail service, so the next attempt to resend the verification should be processed from our mail servers again.

Since your email is handled by Office365, you (or someone at your company with Exchange admin permissions) should follow the steps in Unblocking Office365 emails for Atlassian Cloud . This will ensure future emails don't bounce back to our mail services and put email addresses at your company in this limbo state where emails from Atlassian Cloud aren't being delivered.

Cheers,
Daniel | Atlassian Team

All comments

Joseph Chung Yin

@andrey.taskov -

Welcome to the community. One thing to look into - On the user side, he/she will need to check with their email management team to determine if they have any setup which blocks the verification emails from being processed on the user side.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Daniel Eads

Hi @andrey.taskov ,

Checking our mail service logs for your email domain, I found several instances of bounce errors like the following:

550: 550 5.4.1 Recipient address rejected: Access denied.

I've cleared these errors out from our mail service, so the next attempt to resend the verification should be processed from our mail servers again.

Cheers,
Daniel | Atlassian Team

andrey.taskov

It seems that the Atlassian account was created very shortly after the e-mail account was created in Microsoft.

I would guess due to async operations on Microsoft side and eventual consistency approach, this led to sending invitation from Atlasian to mailbox that was not ready to receive and it bounced back. On Atlasian site from what I understood that was treated as not existing mailbox and spam attempt that was later blocked and this is why mails were not sent.

All good now. Lesson learned will be to delay(offset) the creation of Atlassian account for new user in the organisation that has just been given freshly created Microsoft account and mailbox.

Anusha Rutnam

Just a note here to let everyone know that if a user is not receiving their invite link because their email is on our suppression list, clicking the Resend invite link will unsuppress their email without you needing to contact Support.

Please note you will only see the Resend invite link if the user is unverified (i.e. if they have never logged in before). If you don't see the link, you will need to contact our Support team to have the email unsuppressed.

Note: For existing users, there is one more self-serve tool for unsuppressing the blocked emails of users who are not receiving notifications from either a Jira Software or Jira Work Management project. You can read more on that here.

For more information on this topic in this article: Jira Cloud email notification suppression list and why users don't receive email notification

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