I stopped receiving bitbucket email notifications

[Mario Suau]

I've been using Bitbucket for years and received notification emails for all of the repos I'm watching. These notification emails stopped coming in about a week ago. I didn't change any settings with my notifications or my email address. In fact, the only thing that I changed was I opted in to the new pull request experience (which is nice BTW). It could be a coincidence, but it seems like the emails stopped around the same time as opting in. 

I've asked other team members if they're still receiving their bitbucket notification emails and they are. I'm the only one with the problem. 

As a side note, my Jira email notifications work fine. It's only Bitbucket emails that are not coming through.

[Ana Retamal · Accepted solution]

Hi Mario, thanks for your post.

I've tried reproducing this issue, and seems like you found a bug! I've reported it and you can now found it in our Issue tracker. Unfortunately, there's no fix at the moment, you could disable the New pull request experience, or wait for an update from our developers. 

Thanks again for letting us know :) If you have any other questions, don't hesitate to let us know.

Best regards,

Ana

[Mario Suau]

Thanks Ana,

I opened up a support ticket the day after posting this to the forum, and someone from Atlassian support was able to get my email notifications working again. From your reply, it sounds like the new pull request experience may have caused the issue. 

For reference, here's the reply from Atlassian support:

"Checking out for the email you've mentioned we've found the following error message in our email system: 

550 5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/?p=NoSuchUser d9si1782642edz.195 - gsmtp

So, what happened is that Bitbucket tried to send the invite for that address and for some reason couldn't reach the user mailbox. Our email system maintains a suppression list of recipient email addresses that have recently caused a hard bounce for any customer. If you try to send an email to an address that is on the suppression list, the call to Bitbucket succeeds, but we treat the email as a hard bounce instead of attempting to send it.

We've removed the address from the suppression list, but you still need to verify this issue with your Email administrator to make sure in the next attempt we'll be able to reach the mailbox of that user."

My email notifications did start working after this and are still working even with the new pull request experience on. So maybe, the new pull request caused that issue with the emails, but at least it is fixable by someone on the support team. 

Thanks,

Mario

[Ana Retamal]

Hi Mario, thanks for your detailed response, I might need to go now and remove my own email address from the suppression list, as I'm now not getting notifications!

Still, looks like the New pull request experience might be affecting this behavior somehow, so worth the investigation. 

Thanks for sharing your experience, and have a great weekend :D

Cheers,

Ana

[muhtedi.bulut]

Hi Ana,

I have the same problem live Mario. Can you help me? My email address is muhtedi.bulut@skyz.tech

Thank you and kind regards,

[pjcalvo]

Hi, I am having the same problem...

My email is pc@coffeestain.io. 

Please, I would appreciate the help.

[Daniel Eads]

I just want to encourage anybody else landing on this particular question to ask a new question in Community so we're more likely to see the request.

Questions like this which have already been answered are not guaranteed to get a staff member's attention. The best way to get help in this situation is by asking a new question. You can do this by clicking the "Ask the community" button at the top of this site, or by clicking this link. Thanks!

[Sumit Gupta]

Hi, I am having the same problem...

My email is sumit.gupta@shipsy.co.in

Earlier I used to receive emails for any comment or update in pull requests but after April 8 I am not receiving any emails in my Gmail account.

Please, I would appreciate the help.

[Daniel Eads]

Hi Sumit, I see you've asked this as a standalone question and already gotten a response correcting the email block in our system. I just want to encourage anybody else landing on this particular question to ask a new question in Community so we're more likely to see the request.

Questions like this which have already been answered are not guaranteed to get a staff member's attention. The best way to get help in this situation is by asking a new question. You can do this by clicking the "Ask the community" button at the top of this site, or by clicking this link. Thanks!