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Not receiving email notifications

lintek214

I know this question has been asked a thousand times. Every answer I've read has not resolved my problem. I can't get the notifications to come to my Jira Cloud account's email address. It may be because is see this jira@username.atlassian.net address assigned to my project's notification setting. I guess this is supposed to link to my real email address username@hiotmail.com, but it's not working. I not been able to find where the disconnect is.

Can this be fixed?

Accepted answers

Andy Heinzer

Hi @lintek214 I found your email address was being suppressed on our side. I have removed it from that list. Unfortunately, we can't see the initial message that bounced from your SMTP mail server. But typically this happens because the destination mail server responses with a 500 level error that indicates the account is invalid/suspended/not found.

See if you receive a notification now.

All comments

Mohanraj Thangamuthu

Hello, Good day. Please refer the following link to configure from address for Jira cloud notification. https://support.atlassian.com/jira-cloud-administration/docs/configure-jira-cloud-to-send-emails-on-behalf-of-your-domain/

lintek214

Yes, I tried that, but I can't change the domain. That's the problem. The edit is in two separate boxes and the domain box is greyed out and defaults to @<username>.atlassian.net

Mohanraj Thangamuthu

From admin.atlassian.com >> Settings >> Emails. Do you see the from email address already added ?

Screenshot 2024-02-05 at 5.21.01 PM.png

lintek214

Ok, I added the @hotmail.com domain. Atlassian is doing some type of verification. So, when this is done, I then go back to my project settings, and I should see an additional box with the @hotmail.com domain which I can add the address and make it my default notification email?

Andy Heinzer

See if you receive a notification now.

lintek214

I just remembered; I have two free Jira Cloud accounts. One as the admin user using the @hotmail.com address and the other as the basic user using the @Gmail.com address.

In addition to what you said Andy, I hit the send notification limit because I'm using the free Jira Cloud. Everything seems to be working now. Thx

lintek214

One sad part about the limit. I think it allows less than 20 in one day. :-(

Brahmani Nukala

I am not getting jira updates on my mail when my team tags me any issue or mention on any issue. I did check with my admin regarding this and we found no solution, can some one help me here

Andy Heinzer

Hi @Brahmani Nukala

There was a suppression on your account. I have cleared this for your account and any other users on your domain.

Kishan BHATNAGAR

Hi Team,

One of the associate is not receving email notification, we have done all the troubleshoot from our end, but issue is still the same.

admin_isenhoff

We haven't received any email notifications since the end of March, even though immediate shipping has been discontinued. The test dispatch (https://trello.com/test_notifications) did not throw up any errors either. Does anyone have any ideas as to what it could be?

Daniel In

@Andy Heinzer I'm having the same troubles as well. Looking to see if I could get some help. Thank you.

Edwin Humado

hi @Andy Heinzer
I and my team face these same challenges with email notifications which started just last week.

your kind assistance is well appreciated. we have no emails in our spam too.

Andy Heinzer

I'm seeing a larger number of errors on our side when trying to send mail to users on your domain. Errors like

421 4.4.4 [internal] Domain Does Not Resolve
554 5.4.4 [internal] Domain Lookup Failed

Did you recently make changes to your DNS MX records?

I am trying to reach out to my mail team to better understand if this is a problem from our side at resolving your mail server's address, or if perhaps this is a configuration problem elsewhere.

Edwin Humado

well noted. I will check with our IT team about our email server and if there was any changes done.

Edwin Humado

Hi @Andy Heinzer

per my checks with IT, no changes has been made to our mail server from our end.

will appreciate your assistance on this issue.

Nick Reinhardt

I am not receiving any notification from Jira when I am mentioned in a comment, either in Jira, through email, or on Slack. I have confirmed my account notification settings are correct and checked with my system admin.

Andy Heinzer

Hi @Nick Reinhardt From what I can see, there have not been any messages that were bounced or delayed when trying to send mail to your address. At least not in the last 45 days. Every attempt I have found record of appears to have been delivered, at least according to the destination email server.

If you cannot locate these, I would check your spam folder to see if perhaps these have been flagged as spam. If that doesn't help, it might help to reach out to your site-admin and ask that they create a support case with us on your behalf https://support.atlassian.com/contact

Sarah Rodriguez

Hey @Andy Heinzer I have some teammates saying they're not receiving emails when they're tagged or assigned to tasks. Can you see if there's a suppression on our domain?

Andy Heinzer

Hi @Sarah Rodriguez I only found 1 user on your domain that appears to have seen a bounced message from your SMTP server. That message was of:

2024-08-01T14:14:14.000Z

550-5.2.1 The email account that you tried to reach is inactive. For more 550-5.2.1 information, go to 550 5.2.1 https://support.google.com/mail/?p=DisabledUser 41be03b00d2f7-7a9f621f3c1si17750711a12.69 - gsmtp

I have cleared the suppression for the entire domain anyway.

Vaughan Rivett_rrz8ny

Is there a way that we can see a lot of all email messages that have been sent from Jira Cloud? This includes email notification messages being sent to agents in my teams.

Nick Chan_fwqiyb

I am facing the same issue in my project, customer is not receiving ticket close notification only the ticket created noti is sent out. Please have a look at this, i have tried to go back to clarify there is no setting error. Please let me know any suggestion to improve our setting and solve this situation too. Many thanks.

Andy Heinzer

Hi @Nick Chan

I can't see which users are affected here. I can see you are a member of a single Jira Cloud site, but since you are not a site-admin you might not be able to directly create a support case for this issue.

If you can provide the Atlassian account Id of the users not receiving notifications, then perhaps I can help here in Community, but if not, then I think the next steps would be to reach out to one of your site-admins in order to have them create a support case over in https://support.atlassian.com/contact

If you run into problems doing that, please let me know and perhaps I can generate a support case on your behalf here.

Andy

Holly Adams_xj769d

I changed the email address on my account recently and have a feeling that's what is preventing me from receiving email notifications. I'm getting push notifications on my phone from my Trello app, but no email in my inbox. My email was hodarr06@yahoo.com and now it's holly@adamsfamrealty.com. Are you able to check the suppression issue for me as well please? I'm not getting Trello marketing emails in either inbox or spam folders which is odd.

Mohanraj Thangamuthu

Hello, Good day. I confirmed that your new email address has not been added to the suppression list. Make sure your notification settings have been configured to receive emails.

Holly Adams_xj769d

RESOLVED!!! Thank you SO much!!!

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