Not receiving Password reset or Verification code emails, impossible to sign up

[Iveta]

Hello,

It seems that my main email is blocked in atlassian.com domains or something similar has happened.
Right now I'm using an alias to even ask this question here because I cannot even write to atlassian support without registering.

I cannot get any emails to my main email address and I can't reset my password or even register into a new atlassian account because I can't get any verification codes.
Message trace in our organization shows no email being sent to my main email. Meanwhile other people in our organization can get these emails.

Could you raise a ticket, contact me and unblock my main email in your systems?

I would only write the full email address in question privately to a raised ticket and not in a public forum.

Similar issues can be found here: 
https://community.atlassian.com/t5/Bitbucket-questions/Not-receiving-Password-reset-email/qaq-p/1325007 

Thank you. 

[Andy Heinzer · Accepted solution]

Hi @Iveta 

I found your email in the support case you created.  I found that it was on a suppression list.  I have cleared this from our side.  You should now be able to receive notifications to that address.

Andy

[Iveta]

Hello, Andy,

Thank you for your help! Now everything seems to work. :)

[Jung-Ho Chung]

Hello, Andy.

My colleague has the same issue. Please remove him from the suppression list:

[Andy Heinzer]

Hi @Jung-Ho Chung I found there was a suppression on your account.  I have just cleared this from our side.

Andy

[Deleted user]

Hello @Andy Heinzer 

I have the same problem four2one.com.br domain

E-mail examples:

[redacted]

[Andy Heinzer]

Hi @[deleted] 

I found there were suppressions on at least one of these accounts.  There was a bounce messages from the destination mail server of:

2024-08-09T13:02:22.000Z

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. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser 586e51a60fabf-2689a6e9801si8417609fac.284 - gsmtp

I have cleared the suppressions to all users on that domain.  Try to resend the message now, it should come through if the account's mailbox is valid.

Andy

[Danilo Moraes]

@Andy Heinzer Thank you I received the notifications now but one more question I deleted the danilo@four2one.com.br account to change the email of the danilo@dev.four2one.com.br account to danilo@four2one.com.br but I receive the following notification https: //i.imgur.com/PcwvuqU.png o what could I do?

[Andy Heinzer]

That account has not been deleted yet.  I can see the email address of the old account is marked as deactivated by owner.

Account pending deletion, started by the owner of the account on 2024-08-14T21:51:47.300Z

You will need to wait for that account to be deleted before you can attempt to claim that email address under a different account.  According to Delete your Atlassian account there is a 14 day grace period after the account is deactivated before it will be deleted.

Alternatively, you could create a support case over in https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account

But I am unclear if Atlassian support can expedite this process given the current state of that account is deactivated.

[Allan Victor]

Hi @Andy Heinzer 

I created this account because i'm searching for help, one of my clients is facing the same issue, please, can you see if there is any supression at [] domain? If yes, can you remove please?

[Andy Heinzer]

@Allan Victor I found there were 2 messages that were suppressed to users on that domain in the last week.  I have tried to clear this from our side in case those accounts are still valid.   If this doesn't resolve the problem, could you please let me know the Atlassian Account ID or the email address of the user in question?

[Martin Quezada]

Hi @Andy Heinzer

Is there any chance you can get me off the suppression list as well. I cannot send or receive emails from our jsm mail handler, and do not hear back from the Atlassian support team whenever I try to get in contact. 

Thanks!

[Andy Heinzer]

Hi Martin,

It looks like you have an existing support case on that topic, and support has replied recently.  I recommend following up in that support case as that team has more resources to help in this case.

Andy

[Ibrahim Özhan]

@Andy HeinzerSame here. I am not recieving any password reset emails on the email that I am using on this account

[Andy Heinzer]

Hi @Ibrahim Özhan 

I am not seeing any delay or bounce messages from your SMTP server.  All message appear to be marked as delivered.  If you're still not seeing these, I would try to check the spam folder to see if maybe these are being redirected out of your inbox.   If that isn't it, I would then recommend contacting your mail administrator.  It is possible that these messages are failing to reach your inbox due to quarantine settings on your mail server.

[Ibrahim Özhan]

@Andy HeinzerIts an issue when I try to login on the Unity Atllassian Page (https://unity3d.atlassian.net/servicedesk/customer/user/login?destination=portals) which they use for bug reports. Do I have to contact their support then?

[Andy Heinzer]

Hi @Ibrahim Özhan 

Contacting that site won't help in this case.  I can see that our cloud services are sending mail to your address. One of these is

Timestamp	Atlassian Mail Transaction ID	Message ID	Event Type	Response
2025-01-29T10:17:34.000Z	885b6c91-7a4d-4e5f-b036-774b225496ae	<JIRA.402c3458-b77c-45d1-a5aa-b77344ad0f03.1738145851888@Atlassian.JIRA>	delivery

Since we see the mail server shows a delivery, that's all the more Atlassian support can do in this case. At this point you need to reach out to your mail administrator of your email domain to help to locate those messages. It seems like they are being delivered from what I can see. Perhaps using the timestamp, transaction ID, message ID above can help your mail admin to locate these messages.

[Glenn Bousfield]

Hello,

I'm trying to verify the email. I have tried to resend the verification code, and I have checked my spam folder, but I do not see the verification code.

Is it possible that there is suppression on this account?

Regards,

Glenn

[Andy Heinzer]

There is no suppression from our side for that address.  I can see every message sent to that address in the last 2 weeks has been marked as delivered by the receiving SMTP server.  I'd recommend reaching out to your mail admin.  It's most likely that the mail server is quarantining these.

[Glenn Bousfield]

thank you