Andy Heinzer Atlassian Team

We have an active incident for this over in https://jira-software.status.atlassian.com/incidents/l4gvrrxl687j @SR please follow that statuspage for updates.

We have an active incident in which some users are not receiving email from our Cloud services. More details in https://jira-software.status.atlassian.com/incidents/l4gvrrxl687j

Hi @Ronak Patel Sorry to hear about this problem. There is an on going incident in which some of our outbound IP addresses were added to a blocklist. In turn I found this response message from your mail server when we tried to send to that address: 550 spamcop.mimecast.org Blocked - see…

Hi @Holly O'Connor Sorry to hear about this problem. There is an on going incident in which one of our outbound IP addresses was added to a blocklist. In turn I found this response message from your mail server when we tried to send to you: 550 spamcop.mimecast.org Blocked - see…

Hello @nadav27 , yes there was a suppression for your email address. I have removed it. You should be able to see new notifications starting now.

Hi, I found several users appear to have been invited before their mailbox was setup. This causes our systems to get back a bounce message from your email server, like so: 550 5.5.0 Requested action not taken: mailbox unavailable (S2017062302). [BN8NAM12FT065.eop-nam12.prod.protection.outlook.com] In turn we have to then…

Hi, I took a look at our email logs for your address. I found 4 messages that all show as being delivered to your address:…

Hi Mary, Unfortunately, we have an incident at the moment that is related here. There was a bounce message provided by your mail server when we sent this invitation to your address. That error was 550 spamcop.mimecast.org Blocked - see https://www.spamcop.net/bl.shtml?192.174.81.109. -…

Hi @Melanie Azakliogullari I found there was a suppression for your address. It was 554 5.7.1 [internal] recipient address was suppressed due to customer policy I have removed this suppression from our side. You should now be able to receive new notifications.

Hi @Chris Brown Thanks for reporting this. I can confirm that this site has been suspended for violating our terms of service. In the future, should you receiving these kinds of invitations, I recommend the abuse team at https://www.atlassian.com/trust/report-abuse. You can also post here to Community, but this typically…

Hi I created a support ticket over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-803819 Someone from our cloud support team will be in touch with you there to address this request. 

The supressions we manage in this manner are only effecting email sent from Atlassian Cloud services to a mailbox. For comments not appearing in the incident record, I'm not sure what you are referring to. Is this for a feature within Jira Service Management? It appears you are on a free plan, I recommend creating a new…

Thanks for reporting it. I have informed our anti-abuse team. 

Hi, I found a single user on your domain that had the following bounce message 550: 550 5.1.1 ... ...@...2022-09-21T19:13:21+00:00 I have removed this suppression from our side. Try sending the invite again now. It should work. Andy

@Chady Maalouf in reviewing that address, I can see in the past 3 days there have been 5 messages sent and all 5 show as having been accepted. There are no records of a bounced message from the SMTP server. I would recommend checking the spam filter of that account. If that doesn't resolve this, then I would recommend…

@jovana_ananievska I took a look at your address in our system, but I did not find any messages that would have bounced according to the SMTP server. From what I can see these messages are being delivered. If you are not receiving these, I would recommend checking your spam filter or reaching out to your mail administrator…

@Chady Maalouf If you can share with me the email address of that user, I can lookup to see if they are currently being suppressed from receiving notifications. I found no such suppressions on your account, nor for any users on your domain currently. 

Hi Kai, I found two users on your domain that appear to have been having suppressed notifications. I removed this suppression. Try sending to them again now. It should be resolved. Andy

@Kadyrkesh Sultan Sorry to hear about this problem. It appears that you were able to reach out to support team in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-1972475 and they were able to reactivate this site. Regards, Andy

Hi Anna, I see that you have created a support ticket for this problem over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-798865 Once that issue has been resolved, I would recommend posting back here with the details of the solution here. For other users that might come across this, Jira Cloud…

Hi Matt, I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-800727 Please review that case and grant our support team data access so that they can investigate this further. Thanks. Andy

Hi, Sorry to hear about this problem. I recommend checking out this related thread over in https://community.atlassian.com/t5/Sourcetree-questions/Sourcetree-has-invalid-credentials-but-cannot-clear-reset-them/qaq-p/753478 If the initial answer doesn't help, try David S' approach here: The only thing that worked for me was…

@Denise Franken I am afraid I'm not seeing any bounced or blocked messages that are being sent to your address. Perhaps try to resend these notifications, if you are still not receiving these, then I would recommend reaching out to the administrator of the specific product you are using to see if perhaps they can create a…

Just to close this loop, I believe we have addressed this in another thread here on community.

Hi, I found there was an error of 554 5.7.1 [internal] recipient address was suppressed due to customer policy I have removed this suppression from our side. You be able to receive notifications again now. Andy

Hi Vivek, I found there was a bounced message to your address of 50: 550-5.1.1 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. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuch... -…

I have not found any other messages that have bounced to your address since September 1st. I expect that this should be resolved for you. Or are there other users seeing this error now? When this happens it can sometimes take a few days for the service provide to resolve this. But I expect that this is working correctly…

Hi, It appears that this might already be resolved. I see there was a support ticket created over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-793415 to address this problem.

@Rami El-Chafei I am not finding any bounced messages from our Cloud services to any users on your domain recently. It might help to reach out to your mail administrator to see if these are being filtered either by your inbox or by the mail admin spam filtering settings. At least from our side, we're not seeing specific…

I recommend that you reach out to your mail administrator. It appears that this address is repeatedly getting a bounce message: 550: 550 5.1.1 ...@... Recipient address rejected: ... in virtual mailbox table2022-09-02T10:25:03+00:00 I have removed this suppression from our side, but if the receiving mail server continues…