One user cannot create Atlassian account?

Question

Hello,

One of our user cannot receive verification email from Atlassian. He is trying to setup an account with Atlassian using company email. He cannot set up.

Do you have to clear his email address from your end?

He tried 2 email address - tim@accuenergy.com & tim.leung@accuenergy.com

Doesn't look like he is receiving the email from Atlassian. Please help.

Thank you.

Richard

Jesus Octavio Gutierrez Villegas · Answer

Hello, I have an issue..

Well, some users are reporting to me this issue, they cannot complete their account creation.

They get stuck on the "continue" button and nothing happens...

they have tried on incognito mode and other broswers...

also recently some users have reported this issue:

sometimes its fixed randomly, but its happened several times to different users..
please help, im creating a new ticket for this

Andy Heinzer · Answer

Hi @Richard Chung

I found that these users had bounced SMTP messages.  In both cases, the error message from the SMTP server was

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [YT3CAN01FT027.eop-CAN01.prod.protection.outlook.com 2024-01-15T21:39:25.182Z 08DC15FCF2619408]

This particular error is caused by Outlook rejecting these messages.  I would recommend that you follow the steps in https://community.atlassian.com/t5/Jira-Software-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 to avoid this in the future.  I have cleared the suppressions from our side for these two accounts and all other users on your domain just now.

Michael Yaroshefsky - Visor for Jira · Answer

Hi @Richard Chung ,

Welcome to the Atlassian team. Be careful about sharing specific email addresses.

That said, there are a few quick steps you can try:

* Check your spam folder to ensure it didn't end up there. Usually, the email will come from a norely+xxxxx@am.atlassian.com style email.
* Does your company use Office 365 email at your company, if so this Atlassian Community support article may help solve your problem: https://community.atlassian.com/t5/Jira-Software-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108
* Lastly, try contacting Atlassian Support and create a support ticket, here: https://support.atlassian.com/

If none of these options work, the Atlassian marketplace has a good selection of apps you can try to give your co-worker access to your Jira projects.

One app you can try is Visor. It's secure, free and has two-way synching that ensures your project data is always up-to-date. Your co-worker can even create new Jira tickets if they want directly from Visor, add milestones, and create custom Views for different stakeholders.

Find Visor on the Atlassian marketplace, here: https://marketplace.atlassian.com/apps/1226209/visor-spreadsheet-gantt-chart-for-jira-with-excel-export?hosting=cloud&tab=overview