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New user not receiving invitation email on bitbucket

David Black_s1fls9

When adding a new user to our workspace bitbucket account they are not receiving the invitation email, we've clicked resend multiple times and added and removed the invitation. They are able to access Jira but we cannot add them to bitbucket. This issue is blocking us from onboarding a new employee so please prioritise it.

Accepted answers

Ben

Hi @David Black

The most common reason why a user does not receive emails, is because they're unsubscribed from product invitations.

Please ask the user to navigate to their Atlassian account’s email preference center and tick the Product invitations option.

Once complete - an admin will need to navigate to Workspace Settings > User Groups then access all user groups they were invited to, expand Invitations Pending, click Cancel invitation to completely remove it from processing for all groups, then click Add Members in the top-right and insert the user's email address to properly resend the invitation

Please let me know how this goes.

Cheers!
- Ben (Bitbucket Cloud Support)

All comments

Founder - NewSysRS

Usually, if it’s not in the Spam/Junk folder, it’s because the user’s Atlassian account has "Product Invitations" turned off, or their email has ended up on a "suppression list" on Atlassian's end.

Try having the user check these steps first:

The Hidden "Unsubscribe" setting: Ask the user to go to id.atlassian.com > Account Settings > Email. Have them click on the Email preferences center link. Under the "Product Surveys and Invitations" section, they need to make sure Product Invitations is actually checked. If they’ve ever clicked "Unsubscribe" on an Atlassian email in the past, this is likely the culprit.

The "Hard Reset" on the invite: Once they’ve checked that setting, you (the admin) need to do a fresh invite. Don't just hit "Resend"—sometimes that doesn't clear the block.

Go to Workspace Settings > User Groups.

Find the group you invited them to and expand the Pending Invitations.

Cancel their current invitation entirely.

Wait a minute, then click Add Members and invite them again from scratch.

Why the "Cancel and Re-invite" works: Resending sometimes just retries a blocked path, but a fresh invite often triggers a new logic that can bypass the suppression list if the user just updated their preferences.

If they still don't get it after that, it’s likely blocked at their company's mail server level (firewall/gateway), or you'll need to reach out to Atlassian Support to have them manually clear the email from their global bounce list.

Hope that helps get them onboarded!

Arkadiusz Wroblewski

Hello and welcome @David Black

Please take a look Here :

Not receiving invitation email

Quite similar, first check that answer I provided there.

Ben

Hi @David Black

The most common reason why a user does not receive emails, is because they're unsubscribed from product invitations.

Please ask the user to navigate to their Atlassian account’s email preference center and tick the Product invitations option.

Please let me know how this goes.

Cheers!
- Ben (Bitbucket Cloud Support)

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