Not receiving verificaition emails

[Albert]

We have been trying to reset on of our employee emails and the verification email and/or code is never received in the user's mailbox. What can we do to get this to work?

[Theodora Boudale]

Hi @Albert and welcome to the community!

Does this user have an email address from the same domain as your community account's email address?

The user's email address might have ended up in our suppression list, if we attempted to send an email to them and your mail server responded with a hard bounce.

I have cleared all suppressions for your domain. Can you please ask the user to log in now and see if they receive the verification email?

If this concerns an email address from a different domain, you can create a support ticket so you can share the affected email address privately. You don't need a paid subscription to create a ticket related to account issues. You can create a ticket via this link:

• https://www.atlassian.com/company/contact/purchasing-licensing#/

In the field How can we help you?, please select Your account. In the field Choose a topic, please select Log in issues. Then select Need more help? until you get a field to fill in your question, where you can describe the issue and provide the user's email address.

Kind regards,
Theodora

[Seng Pang]

Hi @Albert ,

Aside from checking the spam folder, is the user's email managed by organisation?

It is possible that it could be filtered by security's end.

Additionally, do check the logs as well to ensure the code was sent out to the user.

[Tariq kanaan]

تم اختراق البريد وتم اختراق الجهاز هذه عمليه احتيال

[Valerie Knapp]

Hi @Albert , welcome to the Atlassian Community and thanks for your question. 

Please can you confirm you've had the user check their spam folder? Have you also checked, if you use Microsoft for example, if there is any filter/ security at the mailbox level (so not in the outlook client) that is intercepting the messages? 

I think you'll likely need Atlassian's help to resolve this. Please open a ticket so they can look into this for you https://support.atlassian.com/contact/#/ 

Cheers

[Albert]

Nothing in spam, we use Microsoft and have confirmed that we are not blocking Atlassian emails. Is there anyway to open a ticket with out a paid Atlassian account?

[Valerie Knapp]

Hi @Albert , you should be able to open a ticket without a paid account but let me escalate this post to the Atlassian support to try to get you some help.