Jira Service Management customer verification email is sent in English instead of German

Benjamin Börlin

Hello Atlassian Support,

we are investigating the language used for the customer account verification email sent during Jira Service Management customer registration.

The email we are referring to contains the subject/message:

"[Action required] Verify your email to finish signing up"

Our current configuration is:

• Jira Service Management Help Center default language: German
• Jira global default language under Internationalization: English (US)

Currently, the verification email is sent in English.

Could you please clarify:

1. Which setting or locale determines the language of this specific verification email?
2. Is the language determined by the Jira global default language, the JSM Help Center language, the user's/browser's locale, or another Atlassian Account/Identity setting?
3. Can an administrator configure the language of this verification email to German?
4. Is it possible to customize the content or branding of this particular verification email?

Our main concern is that German-speaking customers may consider the English verification email suspicious or mistake it for spam.

Thank you for your help.

Best regards

Sarah Marenchino | Devoteam

Hi Benjamin,

1. Which setting determines the language of this verification email?

I couldn't find an officially documented setting that explicitly determines the language of the specific "[Action required] Verify your email to finish signing up" message.

This appears to be an account verification email rather than a standard JSM customer notification.

2. Is it determined by Jira's default language, the Help Center, the browser, or Atlassian Identity?

Atlassian documents language preferences for JSM portals and customer notifications, but does not confirm which setting takes precedence for this particular verification email.

The following feature request specifically addresses localization of Atlassian Identity services, including verification emails:

AX-111 – Multi-language support for Identity services, emails and User Management

Importantly, the language preference hierarchy described in that ticket is a proposed solution, not confirmed product behaviour.

3. Can an administrator force this verification email to German?

I couldn't find a supported administrator setting to enforce German for this specific email.

AX-111 remains unresolved, with no documented workaround. Changing the Jira global default language therefore cannot be recommended as a verified solution.

4. Can its content or branding be customized?

Atlassian previously tracked this exact requirement:

JSDCLOUD-5651 – Customise the portal invitation email and verification email sent to new customers

The ticket was closed as "Done" in July 2018. However, I couldn't establish from the available documentation whether the current verification email supports customization or branding.

JSM's standard customer notification templates are customizable, but that does not necessarily extend to account verification emails.

Additional findings

The following references are particularly relevant:

• AX-111 — Localization of Atlassian Identity services, including verification emails. Status: Unresolved / Gathering Interest.
• JSDCLOUD-5651 — Customization of portal invitation and verification emails. Status: Closed / Done.
• JSM Language Support documentation — Explains which portal elements, notifications and templates can be translated.

One additional detail worth checking: are your customers registering with portal-only accounts, or are they using Atlassian accounts?

These are different identity types, so establishing which registration flow generates the message would help Atlassian Support give you a definitive answer.

Based on these findings, I would recommend raising a support request referencing AX-111 and JSDCLOUD-5651, asking Atlassian to confirm the current localization and customization capabilities for this specific email.