Email invite is not received

Question

We have the following setup: company email (user@company.com) which is set up to forward emails to personal emails (user@personal.com). But when I register this company email (user@company.com) as a user for Jira/Confluence, User will not receive the invitation.

Is it solvable?

Daniel Eads · Answer

Hi Miroslav,

I've checked the domain associated with your Community account's email address to see if we know of any emails bouncing back from users in your Cloud instance. I didn't come up with anything, which boils down to two possibilities:

* We might have stopped sending emails to that particular address anyway because of too many bouncebacks, but the email address you're trying to put in for that user isn't at the same domain at your email address. In this case, we'd need to know what the user's email address is that you're having trouble with. I'm opening a support case on your behalf so you can privately share that information with us - be on the lookout for an email from Atlassian Support.
* The forwarding you've got enabled is somehow rejecting emails from our system. Not knowing the particulars of your email server, I can't provide any direct assistance here. Just some general advice to check your spam filters both on the company and personal email accounts and see if you can potentially take a copy of emails at the company address before they are forwarded to the personal address. If the invitation from Jira is reaching the company email address, there's not really any support we can provide. It's all at your mail server at that point!

Cheers,
Daniel

Tinker Fadoua · Answer

@miroslav-odstrcilikIt looks like the email forwarding is the issue. It doesn't occur automatically.

let me ask other champions for help.

miroslav-odstrcilik · Answer

Hi @Tinker Fadoua, sure,

the point is, that when I'm trying to invite someone, whos emails are forwarded (from user@company.com to user@personal.com) and I'm not able to do that. Because he/she will not receive the invite.

If I send an email directly to user@company.com it's being forwarded to user@personal.com correctly. But the invitation is not being forwarded.

Outgoing emails are ok because I tried to invite the user under his user@personal.com and that's ok - but we don't want that.

Best regards,

M