Issue with Invite Emails Not Reaching Some Users

Question

Dear Atlassian Support Team,

I am encountering an issue where some of my team members are not receiving invite emails from Jira and Trello. I have thoroughly checked all relevant settings on our cPanel email server, including spam filters, whitelisting, email quotas, and MX records, and everything appears to be configured correctly. Additionally, all other emails are being delivered without any issues.

However, while some users on our domain are receiving the invitation emails, others are not, and this inconsistency is preventing me from properly adding all team members to our projects.

I would appreciate it if you could investigate this matter as soon as possible and provide any insights or solutions to resolve the issue.

Prachi Bolar · Answer

Hi @AimNode Management ,

Welcome to Community :)

I understand that a few users are not receiving emails. I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

after following the above still the issue still occurs, request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account.

Thank You,

Prachi

Yash_reddy · Answer

Hi @AimNode Management

Welcome to Atlassian community

Try to create a request with Atlassian support directly.Below is the link you can use to reach support.

https://support.atlassian.com/