How to get support for Bitbucket Cloud invitation and notification issues

[#1]

Hi, Bitbucket community!

In the spirit of ‘Don’t F the Customer' and ‘Open Company No Bull’, Stephen Sifers (Community Product Lead) and myself have partnered to better inform and help those who are having email invite and notification issues on Bitbucket Cloud. 

We are definitely aware of the pain some customers are facing and we would like to provide guidelines on the steps you can take to get help for you and/or your team.

If you are having problems receiving Bitbucket Cloud emails - invitations or notifications - your email might have been delayed in transit. To give you some context around this issue, these are just a few of the reasons why an email address might end up on the suppression list:

• When an invitation email is initially sent prior to activating the user inbox or making it active within the company domain;

• Email was rejected for transport issues (Mail server, misconfigured DNS, blocked relay, the list goes on)

The following ONLY applies to Bitbucket Cloud customers;

Bitbucket invitation emails

We have made improvements to our workspace invitations, please check this page for troubleshooting tips if email invitations don't arrive.

Your admin is now able to self-serve these email issues; If an email does not arrive an admin can attempt to resend the invitation by selecting the “Resend” button and the email will be automatically removed from our suppression list, and the invitation will be sent (assuming that the email address is valid and active).

Free plan customers: Please note that since this is now self-serve the existing process to create a support request will no longer be available; Community will continue to be available for all customers.

Notification, password reset, and 2FA emails

If you do not receive a password reset email, 2FA-related emails, or if you stopped receiving notification emails:

• Make sure to check your Spam folder
• Keep in mind that 2FA recovery emails are sent 24 hours after the request

If you still do not receive any of these emails and you think your email may have ended up in our suppression list, then you can

(1) (Standard & Premium customers) Create a support ticket

(2) (Free customers) Create a community question

If you want to create a support ticket, this is the process you need to follow:

1. Access https://support.atlassian.com/contact/

2. Under the field What can we help you with? select Technical issues and bugs

3. Fill in Which product is this for? > select Cloud > Bitbucket

4. Inform your workspace URL (for example bitbucket.org/workspaceID)

5. Fill in the mandatory fields and click Submit support request

6. After that, your ticket will be created and a support engineer will contact you.

If you want to create a community question, this is the process you need to follow:

1. Access Community | Bitbucket Questions | Ask a question

2. Select your Product (you may have to expand the list by selecting Show all of your products)

3. Fill in the Question and the Details fields with the relevant information (If you can access your Atlassian account that has the problem, create the question using this email, so we can identify the address that is having issues)

4. Add the tags bitbucket-cloud, bitbucket-email

5. Click Publish

We hope this article helps, but do let us know if you have any questions. 

[Pramodh M]

Thanks @Caroline R 

I will use this article going forward 🙂

[Patrick Allen]

I'm confused.  How are we supposed to have a BitBucket workspace ID for a user to report if the issue is they don't have an invitation TO a workspace yet because they're not receiving it?

[Chen Grinkroog]

Hey @Caroline R 
I'm not receiving the invitation to our workspace.
Can you please check if my email address is blocked?
Thanks,
Chen