Organisation Admin not receiving password reset email resulting in being locked out

Question

Multiple accounts in our or organisation are not receiving any emails from any of the Atlassian services. This includes also the main email of the organisation admin.

Due to this we cannot raise any tickets directly to the support, so this is quite urgent...

The emails are probably in the suppression list. Could someone help with removing all emails in our org from the suppression list?

I have tried singing up with an alias email in Atlassian and I do get the email, so this rules out any filtering of Atlassian emails in our mailbox.

I have also tried the "resend password reset email" with no success.

Please let me know if additional info is needed.

Renato Fagaraz · Answer

Hey @Blandi Alcani !

I've gone ahead and removed any blocks we might have had on your entire domain, so you're clear on our end. However, it looks like the main problem is with reaching your domain's mail servers.

The errors we're seeing suggest that there might be some issues on your domain's side that are preventing emails from getting through:
554 5.4.7 [internal] message timeout (exceeded max time, last transfail: 421 4.4.0 [internal] no mail servers for this domain could be reached at this time)
421 4.4.0 [internal] no mail servers for this domain could be reached at this time
451 4.4.1 [internal] No valid hosts (too many connection failures)

I recommend reaching out to your email domain admin to check on this. They might need to look into the server settings or any connection issues that could be causing the problem.

Blandi Alcani · Answer

Hi @Piet Pieters ,

This is shown when I try to create a ticket.

As I mentioned before, the site admin does not have access to their account

Tessa Tuteleers · Answer

Hi @Blandi Alcani ,

any atlassian account should do to create a ticket to unsuppres the email accounts.
Explain your situation and Atlassian will be able to help get you the notifications.