Some of our users are not receiving notification emails.
Some details:
It looks like the fix (clearing the suppression list) provided in this ticket worked for some users:
https://community.atlassian.com/t5/Jira-Software-questions/Some-users-not-receiving-email-notification/qaq-p/1772563
Could you please check our account and clear the user suppression list for our account?
Cheers,
Mathieu
Hello @mathieu.girolet
Welcome to the community.
This is a community of Jira users. You should open a support case directly with Atlassian Support to address your issue.
https://support.atlassian.com/contact/
Thanks for your help Trudy, support ticket raised and solved
I'm having the same issues and cannot open a ticket. They instead redirect me to this community for a solution. I need help resolving this blocker.
Hello @James A
Are you using a Free subscription of Jira or a paid subscription? If you are using a Free subscription you won't be able to open a support case.
@James A
Also please confirm,
1. The affected users receive ZERO emails from Jira.
2. Other users of the Jira environment do receive emails.
3. You have confirmed with the Notifications Helper that the users not receiving emails should be receiving emails.
4. You have confirmed that the emails for those users are not being moved to their Spam/Junk mail folder.
Yes, this is a free subscription. You can't open a ticket. Instead they send you here and when you get here, those who've reported a solution had to open a ticket. So, basically there's no solution for a free account. So, what's the point of offering a free account for something that doesn't work?
And yes, zero email invitation is received and they've checked their Spam/Junk folder. I'm not sure what you mean by the "notification helper". I did a test invitation to one of my emails and the same issue. At this point, moving to visualstudio.com, where there's no such issue.
Just sharing my experience with similar issues I had with newly created users who didn't recieve any notifications.
In our case it was because we had user synced to Atlassian and added to projects, issues but we didn't have the mailbox ready at that moment. So Atlassian was trying to send email to account that didn't have mailbox created yet - the email was rejected. If the email sent from Atlassian to user gets rejected several times, then Atlassian stops trying to send those emails - the email will be added to special list and can be removed only with help of Atlassian Support.
Luckily we have premium account in Jira so this issue was resolved with Support Ticket.
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