I'm not receiving email notifications

[Taras Kvasnytsya]

I'm not receiving email notifications from Atlassian (Bitbucket, Jira), email configuration for my account is fine and was not changed. No email security rules were applied from my organization's domain, could you, please, help with this?
Last emails were 11.01.2023
My email - [redacted]

[Andy Heinzer · Accepted solution]

Hi @Taras Kvasnytsya 

I found that a message our system sent you appears to have bounced:

2023-11-01 11:03:11.963

550 5.1.1 <addressRedacted>: Recipient address rejected: User unknown in relay recipient table

I have cleared the suppression from our side just now.  I'm not sure why your mail server would have responded that way, but if this happens again it might help to bring this date/time entry to your mail admin for further review.

Andy

[Taras Kvasnytsya]

Hi @Andy Heinzer  
Everything works fine now, 
Thanks a lot!

[bbkt]

I, too, am not receiving any notifications.  I added a secondary email to my account and even received the verifcation email, but still no notifications.  Perhaps there's a suppression on my account, too?  

bbkt_s22

[Andy Heinzer]

@bbkt I have cleared the suppressions on your address from our side.

[bbkt]

Thanks, Andy!  Let's hope that's all it was.

After reading quite a few other threads here of the same complaint, it seems Bitbucket is having a problem that needs to be resolved.  Hopefully a method can be found which will prevent this from happening.

In the meantime, could there be a link that we could use which would clear any suppressions so we don't have to contact you when we stop getting notifications?

[Andy Heinzer]

At the moment, we don't have a means to allow end users or admins to self-service this within our Cloud services.  As such reaching out here in Community or via https://support.atlassian.com/contact is the only means to have support clear this suppression.

What most likely happened is that we attempted to send a message to that address and the destination SMTP server responded with a 500 level error that indicated the account was not found, or otherwise not able to deliver the message.  When we receive that kind of response we suppress further messages to that address.  If we didn't do that, we would be far more likely to be flagged by as sending spam.

[bbkt]

Understood.  Maybe you could have the flag be removed automatically every week or so, that way if it was a mistake, it could correct itself.  If not, only one bad email is sent each time period.

[Ruth.Cochran]

Hi @Andy Heinzer

Could you check my account as well? I'm not receiving email notifications at all.

Thank you! 

[Andy Heinzer]

Hi @Ruth.Cochran 

I found there was a suppression on your account, I have cleared this from our side.

[Ruth.Cochran]

Thank you so much for the super quick response. Appreciate you @Andy Heinzer 

[Kavleen Kaur]

Hi @Andy Heinzer ,

Could you please check my account as well? As I am also not receiving notification emails.

Thanks!

[Andy Heinzer]

Hi @Kavleen Kaur I cleared the suppression on your account from our side.  I did not find a clear bounce message in the last 30 days that might help us understand why this started.  But it should be working again now.

[Kavleen Kaur]

@Andy Heinzer  Thank you for quick help.

[Raymond Lee]

@Andy Heinzer  Thanks for advice!!
However, after double checking, I am using same email address in both Atlassian Community and Bitbucket. Then, I just run the pipeline with watched repository and there is no notification.

Do I need to add email aliases in Bitbucket - Personal settings? 

[Andy Heinzer]

Hi @Raymond Lee I am not seeing any notifications from our side being sent from Bitbucket to your account recently.   But I did find that there is an existing feature request for Bitbucket to send out notifications for a successful pipeline build over in https://jira.atlassian.com/browse/BCLOUD-20358

If this doesn't help, then I'd recommend reaching out to your bitbucket admin, and having them creating a support case if they are eligible over in https://support.atlassian.com/contact

[Raymond Lee]

@Andy Heinzer  Got it! Thank you very much.

[Raymond Lee]

Hi @Andy Heinzer 

I am not receiving any notifications. Perhaps there's a suppression on my account too? Thanks.

[Andy Heinzer]

@Raymond Lee I am not seeing any messages that have bounced to your address in the past 30 days and I can see there are deliveries to your address.  Is it possible that you are using a different email address than the one used to sign in here to our Community site?

[Scott Knox]

@Andy Heinzer  I am not receiving emails from jira.  I mentioned myself in a comment.  Expected an email.  None received.  

[Andy Heinzer]

Hi @Scott Knox 

I am not seeing any failed deliveries on our side to your address.  Perhaps these have already been cleared, or there is a different problem here.  I would recommend reaching out to your site-admin if you are still not receiving notifications.  They might need to create a support request with us over in https://support.atlassian.com/contact so that we can better investigate your Cloud environment.

[Ayevbeosa Iyamu]

Hi @Andy Heinzer 

I am not receiving email notifications for pull requests, tags and the like, could please check if there is a suppression on my account too. Thanks!

[Andy Heinzer]

Hi @Ayevbeosa Iyamu 

Yes there was a suppression on your account.  I have cleared this from our side.

[Ayevbeosa Iyamu]

Thanks a lot!