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I don't receive the password recovery email

jhonny Medina

Good morning, I have just added to my email the expcetion so that the atlassian domain can reach my inbox, but even so it does not arrive, I had to create another account, to be able to request help from you.

It is not a block by my corporate email because with this account if I get to retrieve password, but not with my other email, the email is confluence@aynitech.com.

If the block is from you, please help me to release the block, I need to recover that account, as it is the administrator account of atlasian.

Accepted answers

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John Funk

Hi Jhonny - Welcome to the Atlassian Community!

You should open a support ticket with Atlassian to check if the email address is on their Suppression List.

https://support.atlassian.com/contact/#/

jhonny Medina

Hi @John Funk , when I try to generate a support ticket if I choose the technical problems option, it redirects me here to the forums, when I go to account problems, and I go to credentials, it tells me reset your password, the problem is that I already put my email to recover my password, but it never arrives to my inbox, however when I try with this account if I get, that is not a block on my part, it must be on your part, I do not know if you could support me the email is confluence@aynitech.com

this is the problem: confluence@aynitech.com is the site admin account, everytime I want to log in, it asks me to change the password, however the link to change my password never come to my inbox ( conflulence@aynitech.com ), I can not create a support ticket because I can not log in, I really need this fixed because I need to update my billing information and this si really urgent

John Funk

Okay, let me see if someone from Atlassian can come take a look.

jhonny Medina

Thank you @John Funk , I will wait for an answer.

Jessica

Hi @jhonny Medina

We found a suppression for the email shared and we just removed it: confluence@aynitech.com

We have also requested a reset email password request that seems to have arrived the email box, according to our logs.

If the link has expired by the time you see it, please feel free to access the https://id.atlassian.com/login/resetpassword link and request a new one.

Cheers,
Jessica

jhonny Medina

Hello @Jessica Thank you very much for the help, I have another question, what is the reason for this suspension.
Since the account is constantly used.
I remain attentive to your answer. Again thank you very much

Jessica

No worries, @jhonny Medina

The reason for the bounce for your email was:

554 5.7.1 [internal] recipient address was suppressed due to customer policy

Reasons may vary, but one of the most common cases are if the address didn't exist yet and there was an attempt to send a message to this email at the time or one of our emails were marked as SPAM at some point, causing the email to go the suppression list.

Hope this helps!
Jessica

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