Could not receive password recovery email for admin account.

[Jason Cai]

Hi,

We lost the password for our admin account.

Could not receive the recovery email when using the password recovery function.

Please help to check the email suppression list for our domain. (evantek.com)

Thank you.

[Prachi Bolar]

Hi Jason,

Welcome to community,

I understand that the admin are not receiving emails. I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

If you okay you may share the domain and email and we can check.

Or request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account.

Thank You,

Prachi

[Jason Cai]

@Prachi Bolar 

The community posts required us to login with the admin account.
However, we are not able to login with the admin account as we have forgotten the password. Unable to perform password recovery as the email could not be received.
We are not able to use the support portal to submit a support ticket as it requires the admin to be logged in.

Our domain is XXXXXX
Please help check for XXXXXXX

Thank you.

Jason

[Prachi Bolar]

Thank you @Jason Cai 

Domain should be unsuppressed now. Please try to recover the admin password, You should receive emails 

[Prachi Bolar]

we have noted the domain and have edited the domain and email address from your reply, you should receive emails to your account and the admin account

[Jason Cai]

@Prachi Bolar

Im still unable to receive any email from Atlassian.
Did not receive the recovery email after performing a password recovery.

[Prachi Bolar]

Looks like there is failure with 

421 4.4.0 [internal] no mail servers for this domain could be reached at this time

This message may be caused by a number of different situations. Some typical examples are:

• The destination mail server is unreachable or offline
• Firewall rules are preventing the the Messaging Gateway from connecting to port 25 on the destination mail server

You would have to reach out to the IT admin for the same and request you to raise a ticket 

 https://support.atlassian.com/  so that our support team as well can further check 

[Jason Cai]

@Prachi Bolar 

This is so weird.

I can receive emails from other services like GitHub and from Atlassian Community's email (community-do-not-reply@em.atlassian.com).

I have received all the notifications from Atlassian Community regarding this post's notifications.

For some reason, just couldnt receive any email for the account recovery.

I am not able to raise a support ticket because we couldnt login into the admin account.

[Prachi Bolar]

Yes that right, its due to some issue with the destination email we get the error,

I have raise a ticket on your behalf to the atlassian account team so that they can check the domain and the accounts and you should get a response soon

[Brant Schroeder]

@Jason Cai welcome to the Atlassian community 

I have escalated to Atlassian support.

[Jason Cai]

Thank you!