Recovery Link Email Blocked by Atlassian

Question

We have tried multiple times to get a Recovery Link for our Admin account into Trello sent to us. We are not receiving any of the emails. The email account is receiving other Atlassian emails so its not our system preventing the email delivery.

I have a feeling the situation in this post is the same thing happening to us:

https://community.atlassian.com/forums/Trello-questions/Account-recover/qaa-p/2920110

Can someone please take a look and remove the block on your end.

Thanks

Kyle Killion · Answer

We're on Trello - Premium only, but the ticket form demands a mysitename.atlassian.net URL that we don’t have, and that recovery emails aren’t arriving even though our M365 message trace shows nothing blocked.

I've tried AI Chat and Account chat with no help. I'm just trying to get a support ticket submitted.

Arkadiusz Wroblewski · Answer

Hi @Kyle Killion

Building on Isabelle's answer, the thread you linked is particularly relevant.

A Trello team member confirmed that a previous email bounce had triggered an Atlassian-side block. After removing it, password recovery worked again.

Ask Atlassian Support to check your account's email suppression status and delivery logs.

Unfortunately, we can't remove such blocks ourselves here in the Community.

Best,

Arek🤠🧙‍♂️

Isabelle Ruivo dos Santos · Answer

Hi @Kyle Killion !

The Community can’t remove blocks or see account details, so the fix is on two fronts:

* Allow Atlassian senders on your mail system. Ask your IT or mail admin to allow do-not-reply@trello.com and noreply@id.atlassian.com. Even if the mailbox receives other emails, a spam filter can drop these specifically. Atlassian lists all its sending addresses and domains in this article.
* Try a reset from the Atlassian ID page: id.atlassian.com/login/resetpassword.

If nothing arrives after that, contact Atlassian Support for Trello. Only they can check on their side whether emails to that address are being sent or rejected.

One more thing: consider editing your post to remove the email address, since this thread is public.

Hope this helps!