New users not receiving invitation email

Question

Few of our users are not receiving invitation emails. We had suggested them to recheck their internal policies and they had confirmed that there is no such policy which impacts receiving any email. Further, they had checked their 'Junk email' as well and still do not get the emails.

I'd resend the invite, but still it did not work.

Please suggest way ahead.

Regards

Santosh Prajapati

Andy Heinzer · Answer

Hi @Selena Brown

It appears that the messages are being delivered to that address from what I can see.  I'd suggest that user check their spam first, and if they still cannot locate these then the next step would be to reach out to your mail administrator for help locating that message.

Selena Brown · Answer

Hi, Andy, :)

Could you please check a user for me as well?  He's our only user (that I know of) experiencing the same non-receipt issue.

Thank you! :)

Andy Heinzer · Answer

Hi @Santosh Prajapati

I'm not sure which users you are trying to invite, but I did see that there were a few on your domain that were on a suppression list that Atlassian maintains.   I have cleared all the users from your domain from that list just now.

This typically happens because we received a bounce message from your mail server for that account.  But try it now.  If the users are still not receiving these, please let us know the email address of one or more users and we can investigate this further if need be.

Andy