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I have a user whom I believe has been added to the email suppression list

River Ricci
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I'm New Here
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Sep 26, 2023

I have a user [REDACTED] that has not received email notifications from Atlassian products for some time. 
After going through documentation as well as community posts it is my guess that his email has been added to the suppression list. 

If someone could please confirm this and remove him if so as soon as possible it would be greatly appreciated! 

1 answer

0 votes
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Sep 26, 2023

G'day River! 

We have checked our email logs and have found that we are successfully sending emails to their mail server however the following error was received from their mail server for that email address:

554 5.7.1 [internal] recipient address was suppressed due to customer policy

This error is encountered on a mail server when any of the following conditions are met:

  • The address was invalid (address does not exist)
  • The user clicked the list-unsubscribe header
  • The user clicked one of our emails and flagged it as SPAM.

I have removed the email address from the suppression list, so they should start receiving emails from us now.

I would also suggest they reach out to their email administrator to whitelist our email accounts as follows, to prevent the issue from occurring in future:

For your reference, we also have a knowledge article online that details the email troubleshooting process in further detail:


- Ben (Bitbucket Cloud Support)

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