Suppressed email because of Hard Bounces

Question

I manage a corporate email provider, and one of my users reported not receiving account recovery emails from Atlassian, because the recovery email is not arriving in their inbox. I conducted several tests on the email server and found no issues; emails are being delivered successfully. It appears to be an isolated problem with this user's account.

I suspect that, due to a moment of instability, their address may have been added to the suppressed email list because of Hard Bounces. Could you please check this? How can I share the email address with you?

Andy Heinzer · Answer

@Allan Oliveira Marinho Could you share with me the Atlassian Account Id here instead?  Steps to find that Id value are in https://community.atlassian.com/t5/Jira-questions/how-to-find-accountid/qaq-p/1111436

Allan Oliveira Marinho · Answer

Thank you for your response! Regarding my domain, many users have already been deleted, so that is not the issue. In fact, the problem is related to another domain and a user who is still valid. How can I privately share the email?

Andy Heinzer · Answer

Hi @Allan Oliveira Marinho

I took a closer look at your domain and I found 2 users that have recently had a number of bounces.  In both cases, the SMTP server responded with:

550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser 41be03b00d2f7-a9bc9cd89a5si2608543a12.113 - gsmtp

In both cases, it looks like we have cleared these suppressions, only to have the very next message reply with the same error code form the server.  At this point I would check to make sure that the user's Atlassian account has the correct email address.  The most likely explanation is that if the email address was typo'd by a single character then all mail we would try to send to that address would be expected to fail.

If the user account's email address is incorrect, then the simplest solution would be to have that user create an account themselves by visiting https://id.atlassian.com/signup and have them create a new account with the correct email address.  Since this domain is not managed, there is not a clear way to change the email address of the existing accounts since there does not exist a mailbox at that address.