Recovery link never arrives

[Saad Mehmood]

Hi,

I had updated the password but my password got lost. Now I am trying to reset password using recovery link, but I am not able to receive recovery link.

My email address is: (<deleted>)
can you please help me resolve this issue?

[Tomislav Tobijas _Koios_ · Accepted solution]

Hi @Saad Mehmood 

I would suggest contacting Atlassian Support regarding this issue. Most likely it is the case that the email address is marked as "Bounced" and they would need to clear email/user from the bounce list.

Cheers,
Tom

[Saad Mehmood]

Hi @Tomislav Tobijas _Koios_ 

Thanks for your response. I am able to receive email notification related to atlassian community portal. If my email is marked as "Bounced" then I should not be able to receive any email notification from any atlassian service, right?

[Tomislav Tobijas _Koios_]

I cannot confirm or deny that. In my opinion/experience, these two are not 'connected' but I cannot be sure. Would be great if anyone would clarify that here, or if you'll raise a ticket to Atlassian Support @Saad Mehmood, you could ask them that as well (if they provide the answer, please share it here).

My initial reply was based on my/our experience we had we our clients where that issue you mentioned was caused due to system bouncing email for that specific user email address. Again, we're only talking about trying to reset the password using the link from the User Directory in the Admin Hub.

[Saad Mehmood]

Thanks @Tomislav Tobijas _Koios_ , I have created a ticket on Atlassian Support. I

[Saad Mehmood]

My email was blocked on their end. So, they have removed my email from blocker list and now I am able to reset my password.

[Muhammad Humayun]

Same happen with my colleague's email. 
I'm receiving (from the same email domain) the recovery email but my colleague not.
And the support is not actively taking request, cause I can not submit any queries.
Looks like that email address has been blocked by Atlassian
Shall I mention the email here?
May I help through this platform?

[Naeemah Steward]

what is the recovery link eemail address so I can add this to the safe list

[Muhammad Humayun]

Here you @Naeemah Steward  go with the email below

sohel@workspaceit.com

[Muhammad Humayun]

Hello @Naeemah Steward
Was the email above added in safe list?