Cannot login: Not receiving the verification code

Question

The user was able to login in Oct, now they are not. Not receiving verification code.

Prachi Bolar · Answer

Hello.

Welcome to the Atlassian Community

I understand that user 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-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

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

If the issue is still not resolved request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account.

Thank You,

Prachi

Harpreet_p8d5zl · Answer

Hello Alekar,

Welcome to the community.

If a user is unable to receive a verification code for logging into a cloud-based Jira instance, there are several steps you can take to troubleshoot and resolve the issue:

Please ensure that the verification code email is not being filtered into the user’s spam or junk email folder.

Double-check that the user is trying to log in with the correct email address associated with their Jira account.

Confirm that there are no issues with the user’s email service provider that might be blocking or delaying emails from Jira. Ask the user to whitelist emails from Jira or add the sender to their contacts.

If possible, attempt to resend the verification code and ensure the user waits a few minutes to receive it.

If 2FA is enabled, make sure the user is using the correct authentication method (e.g., email, authenticator app) and that their device settings are correct.

If the issue persists, consider reaching out to Atlassian Support for further assistance.

Regards
Harpreet Walia

John Funk · Answer

Hi Alekar,

It might be that they were added to the suppression list with Atlassian for some reason. Open a support ticket and provide the email address of the user so support can check on it.

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