User not receiving verification emails from Atlassian

Question

Hi Team,

We’ve identified an issue where a user from our domain (@cooloff.com.au) is not receiving recovery emails. The user forgot their password and attempted to log in by clicking on the recovery link to retrieve their account/password, but no emails have been delivered.

I came across a similar issue on the Atlassian community and suspect this might be related. Could you please check if the user’s email address is on the suppression list and remove it if necessary?

Your prompt assistance would be greatly appreciated.

Thank you!

Solved: I'm not receiving verification or notification ema...

’ve checked the message trace, and there’s no record of the recovery emails being blocked.

Utkarsh Agarwal · Answer

Hi @Sai Naralasetty

You can try checking the Admin Email Audit feature. Here's the link to access it:

https://xyz.atlassian.net/jira/settings/system/notification-logs

In this section, you'll be able to view email logs and find an option to unblock emails.

You can find more details about this setting here: https://support.atlassian.com/jira-cloud-administration/docs/unblock-user-invites/

Kind Regards
Utkarsh

Bibek_ikuTeam_ · Answer

you are welcome @Sai Naralasetty ,

Reviewing the logs in the first place is the best thing to do in such a situation.

I find it most helpful when troubleshooting email-related issues.

https://community.atlassian.com/t5/Jira-Service-Management-articles/Introducing-Customer-notification-logs-in-Jira-Service/ba-p/2364680#U2568458

-Bibek

Sai Naralasetty · Answer

Thanks for the response! I’ll look into it. Just to clarify, is there an easier way to contact Atlassian support directly? I’ve been pointed towards community support a lot, and it’s not always the fastest option. Appreciate any help with this!