Andy Heinzer Atlassian Team

Hi @Ketan Sanjeeva Rai It appears that a payment was made today on this account, but in case this did not resolve the issue here, I also created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3084636 I would recommend following up there with one of our customer…

Hi @Caroline Meidan I can see that your account is the billing contact for this site, and there appears to be a suppression on your email address. I found that when our system has tried to mail your address, there have been a bounce of 550 5.4.4 [internal] NULL MX domain does not accept mail When I did a lookup of the DNS…

Hi @Thomas Casey Sorry to hear about the troubles here. Since your account is not a site-admin or billing/technical contact you cannot create the support case in this instance. I have gone ahead and created one on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-308574 and I have…

Hi @Nick Reinhardt From what I can see, there have not been any messages that were bounced or delayed when trying to send mail to your address. At least not in the last 45 days. Every attempt I have found record of appears to have been delivered, at least according to the destination email server. If you cannot locate…

Hi @Raman I found a suppression on your address, there was a bounced message with a response of 2024-07-26T04:32:50.000Z550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. For more information, go…

Hi @Shakti I have cleared the suppression on our side for that account. You can now try to resend the recovery email. It should be received now. Andy

Hi, The po.atlassian.net is a legit address. This specific domain could be used by various teams within Atlassian. Please note that there is no public website associated with that URL, but the subdomain/domain are legit from and operated by Atlassian. Typically for a customer to sign-up on the atlassian.net domain, all…

Hi @adobelis Sorry to hear about this problem. You should be able to enter your email address and the site URL or SEN number in order to create the billing ticket needed to reactivate the site. I have gone ahead and created this request for you over in…

Hi everyone, I would recommend reading out article over in https://community.atlassian.com/t5/Trello-articles/Setting-the-record-straight-about-Trello-user-profile-data/ba-p/2587253 I believe it explains better about this situation. Andy

Hi @Edwin Humado I also got an update from my mail team. It appears that our service provider for sending some mail (sparkpost) appears to be having a problem resolving the addresses of some mail hosts. I got confirmation that your domain is among these domains. Our team is working with our vendor to resolve this.

Try going to https://admin.atlassian.com from this page you might have to select the org/site if you have more than one. Then see if you can go to the Billing tab. From there select the Manage link for Jira Work Management on that page. It should redirect you to the page where you can manage your active subscriptions. On…

Hi @Nagashankar If I understand the problem here, you are looking to somehow leverage the authentication from your app into Jira Service Management (JSM) customer users so that they don't have to authenticate yet again when creating a support request. The problem with that from Jira's side is that these users are not…

I'm seeing a larger number of errors on our side when trying to send mail to users on your domain. Errors like 421 4.4.4 [internal] Domain Does Not Resolve 554 5.4.4 [internal] Domain Lookup Failed Did you recently make changes to your DNS MX records? I am trying to reach out to my mail team to better understand if this is…

Hi @winterchillz If I understand the concern here is that this REST API endpoint in question is returning a 401 when supplying an email address, instead of a different error code like a 404. That particular endpoint is a bit different from other endpoints in the fact that each user can control their own watches, but there…

Hi @[deleted] Sorry to hear about this problem. I took a closer look at your site. I don't see a clear explanation for why this would not work in the mobile app alone. But I have a hunch as to why this might be happening. Does this happen for Jira project type of Software, Business, or both? I can see your site has a free…

@Babinkrishna I can see now there were two accounts that had suppressions on our side, but these appear to have been cleared today.

@Ajay Jain I can see you created a ticket in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3069384 It appears that the site has been reactivated, but there is still a billing issue here. I recommend responding to that support case to work with our CA team to resolve this. I don't have control over the…

@Babinkrishna From what I can see, there are no bounced messages sent to your address from our Cloud mail services in the last 30 days. I can see that your mail server has reported messages are being delivered. Is this happening for a different email address than the one you used to post here to Community? If so, could you…

Hi @Nikita Delyukov It looks like the subscription for that app failed to renew and expired. I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3068888 It looks like the app has been reactivated, but I would check to make sure that the payment has completed,…

Hi @Dries Dewulf I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1020842 Our support team might request data access in order to take a closer look at your Cloud environment.

Hi @Hamilton Lisa I don't see your account has having any active Jira or Confluence Cloud site access. Perhaps you have a data center/server instance. I would try to make sure that you can login to both applications first. And if you can with the same credentials, then if you can, I'd reach out to your site-admin. That…

Hi @Ajay Jain It appears that the site has been suspended due to starting a trial, having that trial expire, and then having no billing details. I can see that there is a site-admin account that shares your name, but appears to be a gmail.com address for that account. You will need to use that account to sign in first, and…

@Marco Sabau I am not seeing any email bounces from our side. Which could still be that they are being filtered on your side as spam or quarantined by your mail system. I have created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1020044

Hi @Daniel In I found that for your account, our system is showing an SMTP response of: 421 4.4.4 [internal] Domain Does Not Resolve However it doesn't appear that this is happen everytime. Sometimes it appears to be delivering to your address as expected. If this continues, I would share this message with your mail admin…

Hi @Nikita SHARMA I have cleared mail suppressions to all users on your domain.

I believe it should work, but I would defer to the Migration support team here at Atlassian. It might depend upon which method is being used to migrate data from Data Center into our Cloud platform. You could request this anytime after the Cloud site has been created. I believe that the data can still be migrated even if…

@Mark Robinson It's not clear to me yet which users are affected here. It might be better to reach out to our support team in https://support.atlassian.com/contact and create a technical support case where you can share more specific details about the email accounts in question. It might be a configuration issue, but it…

Hi @Marco Sabau I understand that you are trying to receiving a verification email, but are not receiving it. I tried to lookup any suppression for accounts that match your name, but I did not locate any current suppressions. Either the suppression has already been cleared, or we don't yet know clearly what email address…

Hi @Mark Robinson I found only a single user on your domain that has had a recent bounce message. The details of that bounce were: 550 5.4.1 Recipient address rejected: Access denied. [DS2PEPF0000343A.namprd02.prod.outlook.com 2024-07-11T17:22:33.709Z 08DC9E41DFD64308] This particular error is caused by a setting within…

Hi Ken, I see you have created several support tickets in regards to this. However these duplicates don't help us to resolve this problem faster, it just creates more overhead for our support teams to process. Please refer to the existing ticket in GROWTH-64105 as I can see these purchasing problems are being addressed in…