My clients are not receiving the invitation email

Question

Hello,

Recently, I have been trying to add clients from our organization to our Jira Service Management for incident creation through our portal. However, they are not receiving the invitation emails, and those who lose their credentials are not receiving the emails to recover them.

For now, I have provided them with an email to send so that they can create incidents, but this is not a sustainable solution.

No matter how many times I resend the invitation, they don't receive the email.

Anusha Rutnam · Answer

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

Shannon S · Answer

Hi Areliz,

Thanks for your reply. Is the problem with the c****-a**** account associated with your user? That site has three site admins, so any one of those admins can contact us at support.

Otherwise, see if you can raise the ticket with the customer advocates team (select Billing, payments, and pricing), and they can move your question to support:

https://support.atlassian.com/contact/#/?inquiry_category=billing_licensing&support_type=customer

Let me know if you have any trouble.

Take care,

Shannon S | Atlassian Cloud support

Areliz Isla · Answer

Hello, thank you very much for the response. Unfortunately, my administrator cannot generate a ticket to the Atlassian page (due to personal reasons), and I also cannot generate a ticket to receive help. However, if there is a way to solve the problem, I have no problem providing more information about it. Please let me know.