Verification & Recovery Link Emails not being sent/received

Question

I am trying to setup an Atlassian/Trello account for a new employee. I have created their account however the verification email isn't ever arriving at our email server.

As the administrator, I have checked all received, rejected, delayed email logs and there is nothing coming to us from @AM.atlassian.com to the new user's account. I have tried (and been successful) sending emails to the new user from both Gmail and our server.

Andy Heinzer · Answer

Hi @Jim Davidson

I found the following bounce in our email logs:

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [YT3CAN01FT027.eop-CAN01.prod.protection.outlook.com 2023-10-31T19:43:23.872Z 08DBDA338900F453]

I have cleared the suppression for all the accounts on your domain, but this problem could easily happen again.  This specific error message is known to happen with Outlook/Office365 accounts sometimes.   We have a guide on how you can prevent this problem over in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108

I recommend following those steps to try to help prevent that specific bounce message in the future.

Regards,

Andy

Hector Menchaca · Answer

Hello @Jim Davidson ,

Welcome to the Atlassian Community!

Can you please raise a ticket using: https://support.atlassian.com/contact/ ?

Regards,

Thanks!