I stopped receiving email notifications

[Kirby Bryant]

With no changes to my notification settings I noticed I have stopped receiving emails when mentioned on tickets I am watching. I suspect I'm on the suppression list mentioned in other questions here.

These are the related questions:

- https://community.atlassian.com/t5/Bitbucket-questions/I-stopped-receiving-bitbucket-email-notifications/qaq-p/1088558

- https://community.atlassian.com/t5/Bitbucket-questions/Not-receiving-emails-of-pull-requests/qaq-p/1350499

Could anybody please investigate following email: [Removed]?

[Angélica Luz · Accepted solution]

Hello Kirby,

Thank you for reaching out to Atlassian Community!

Checking your email on our tools, I found a bounce that it's probably the cause you are not receiving notifications:

550 5.1.1 Requested action not taken: mailbox unavailable 

I removed the bounce and it should work now.

Please, take your time to test and let us know how it goes.

Regards,
Angélica

[Kirby Bryant]

I was able to receive bitbucket notification emails today. Thank you @Angélica Luz 

[Kirby Bryant · Accepted solution]

@Angélica Luz I am no longer receiving bitbucket emails. Am I on the bounce list again?

[Angélica Luz]

Hello @Kirby Bryant,

Yes, and the bounce was related to the same error:

550 5.1.1 Requested action not taken: mailbox unavailable 

I also removed bounces for four emails of the same domain, so if someone else was facing issues, it should work now.

Regards,
Angélica

[Kirby Bryant]

@Angélica Luz Thank you!

[Kirby Bryant]

@Angélica Luz I think I'm back on the list

[Angélica Luz]

Hey @Kirby Bryant,

There was a bounce again due to the same error.

Can you check with your IT manager if our IPs and domains are whitelisted?

Since the error is related to mailbox unavailable, I'm not sure if it could resolve, but it's always good to whitelist the domains and IPs to make sure Cloud products will work as expected:

- Atlassian cloud IP ranges and domains 

- What are the IP addresses to configure a corporate firewall? 

[Kirby Bryant]

We will double check this, thank you for the information.

[Kirby Bryant]

@Angélica Luz We have double checked the above whitelist and everything is in place as we'd expect it. I thought it solved the problem but I believe I'm back on the bounce list.

[Angélica Luz]

Hi @Kirby Bryant,

I was out of office, sorry for the late reply.

I checked your email address and there are no bounces or blocks this time.

Are you still facing this issue?

[Kirby Bryant]

Hi @Angélica Luz no problem at all, thanks for the reply. I am still not receiving emails at [redacted] from bitbucket PRs (I do get emails from Jira card updates). I will also triple check something on our end didn't cause this.

[Kirby Bryant]

@Angélica Luz Well forget that last comment I just got a notification from a PR. Thank you!

[Kirby Bryant]

Hi @Angélica Luz I am no longer receiving emails again, could you check if there was a bounce again? Thanks!

[Angélica Luz]

Hi @Kirby Bryant,

There was a bounce due to the same error again:

550: 550 5.1.1 Requested action not taken: mailbox unavailable

I removed and the notifications should work now

Kind regards,
Angélica

[Kirby Bryant · Accepted solution]

@Angélica Luz I am no longer receiving bitbucket emails. Am I on the bounce list again?

[Angélica Luz]

Hello @Kirby Bryant,

Yes, there was a bounce and it was related to the same error:

550 5.1.1 Requested action not taken: mailbox unavailable 

I removed the bounce and you should receive notifications again.

If you face any issue, please let us know.

Regards,
Angélica

[Kirby Bryant]

Thank you @Angélica Luz it is working again.

[Kirby Bryant]

Hi @Angélica Luz , looks like I am no longer receiving emails again. Am I back on the bounce list?

Thanks,

Kirby

[Angélica Luz]

Hey @Kirby Bryant

Yes, there was a bounce again and due to the same error:

550: 550 5.1.1 Requested action not taken: mailbox unavailable

Kind regards,
Angélica 

[Kirby Bryant]

Hi @Angélica Luz, I believe I'm back on the bounce list.

Thanks,

Kirby

[Angélica Luz]

Hello @Kirby Bryant,

The bounce was removed.

550: 550 5.1.1 Requested action not taken: mailbox unavailable

Kind regards,
Angélica

[Kirby Bryant]

Hi @Angélica Luz, I believe I'm back on the bounce list.

Thanks,

Kirby

[Angélica Luz]

Hi @Kirby Bryant,

The bounce is now removed.

550: 550 5.1.1 Requested action not taken: mailbox unavailable

Kind regards,
Angélica

[Kirby Bryant]

Hi @Angélica Luz , I believe I'm back on the bounce list.

Thanks,

Kirby

[Crystal Shively]

@Angélica Luz  Is it possible for this to affect just 1 person and not everyone in the application? I am having the same issue as others here, but because no one else using the application is, they feel like it is an outlook issue. I have attached my question here

 Hi, I recently stopped receiving notifications fro... (atlassian.com)

[Agarwal_ Rishav]

Hello @Angélica Luz 

I suddenly stopped receiving JIRA notifications on my mail despite being the watcher/assignee. All other watchers are receiving mails just fine.

Can you please help resolve this issue ? Thanks in advance.

[Agarwal_ Rishav]

It's resolved.

[Fermin Molinuevo]

Hello! I am not receiving any bitbucket emails. My email is [Removed by moderators]

Kind regards,

Fermin

[Angélica Luz]

Hello Fermin,

Welcome to Community!

There were two bounces on your email address:

550: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1 https://support.google.com/mail/?p=Disabled... - gsmtp

Both were removed and the notifications should work now.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[Steve Brewer]

Hello. I have the issue again of not getting emails from Confluence and Jira

Could you please help me resolve this problem. Thank You!

[Angélica Luz]

Hello @Steve Brewer,

There was a bounce due to the same error:

550: 550 5.1.1 Requested action not taken: mailbox unavailable

I removed it and it should work normally now

Kind regards,
Angélica

[tongdandan]

@Angélica Luz Hi I have the same problem. I cannot receive from Confluence and Jira from March 2ed. Please help me to resolve this problem.

[Angélica Luz]

Hello @tongdandan,

Welcome to the Atlassian Community!

There was a bounce on your email due to the following reason:

550: 550 Mailbox unavailable or access denied

I removed it and the notifications should work now.

Kind regards,
Angélica

[tongdandan]

@Angélica Luz Thank you so much, I can receive the notification now. Thanks again.

[Steve Brewer]

Hello. I have the same problem of not getting emails from Confluence and Jira from April 29th or so.

Could you please help me resolve this problem. Thank You!

[Angélica Luz]

Hello @Steve Brewer,

Thank you for reaching out to Community!

There were two bounces on your email address due to the following error:

550: 550 5.1.1 Requested action not taken: mailbox unavailable

It was removed and you should be able to receive notifications again.

Kind regards,
Angélica

[Steve Brewer]

Thank you!

[tbisson]

Hello, I think that I have the same error, could you please check if my email was bounced. If so, could you please fix this issue? 
Thanks.

[Angélica Luz]

Hello @tbisson,

Welcome to Atlassian Community!

There were bounces on your email address due to the following error:

50: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 https://support.google.com/mail/?p=NoSuch... - gsmtp

I removed both and the notifications should work now.

I also removed the bounces of other emails of the same domain, so in case your teammates were facing issues, it should be fixed for them as well.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

[tbisson]

Thank you so much! Everything seems to work now

[Michael Buchler]

Hi Angelica, could you check mine too?  I'm having the same issue (no email notifications since yesterday).

Kind regards,

Michael

[Angélica Luz]

Hi @Michael Buchler,

Welcome to Community!

There were no bounces or blocks related to your email address and domain and our tools show that the notifications were delivered:

Note that I checked the email address that you are using here in the community.

Kind regards,
Angélica

[David Panks]

Hi, I also have stopped receiving email notifications for some unknown reason, please could someone investigate what might be causing this?

[Angélica Luz]

Hi @David Panks,

Welcome to Community!

There was a block on your email due to the error below:

550: 550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1 https://support.google.com/mail/?p=Disabled... - gsmtp

I removed it and the notifications should work now.

Kind regards,
Angélica

[Eswar Prasad]

Hi Angelica, 

One of the user from our organization is not receiving email notifications despite being a a reporter and watcher of the issue. We have checked permission scheme, notification scheme, security scheme. Can you please help? Please tell us if we can provide user's company email here.

[Angélica Luz]

Hi @Eswar Prasad,

Thanks for reaching out to Atlassian Community!

I found a ticket that you created with our support using your company email address and then, I checked the domain. There were 59 email addresses with a bounce related to the errors below:

550: 550 5.1.1 …

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [CY1NAM02FT027.eop-nam02.prod.protection.outlook.com]

If the affected user was on the list, then probably they will receive notifications now.

Note that, if you are using Jira Service Management, it’s important that users have just one role on the ticket. If the user is the reporter, they don’t need to be a watcher. Reporter on Service Management tickets receive customer notifications and Watchers receive system notifications, so being reporter and watcher may cause a conflict.

Please, check with the affected user if they are receiving notifications and let us know if you have any other questions.

Kind regards,
Angélica

[Eswar Prasad]

Hi,

Thanks for the quick help. User is not using Jira Service Management. This issue is with Jira Software.

Can you also please check same for the user:

[Removed by moderators]

Facing similar issue.

[Angélica Luz]

Hi Eswar,

I checked Danielle's email address on our tools and it didn't return any bounces or blocks. I also don't see the account associated with any Cloud site.

I saw that you created a ticket with our customer advocates and I can see you are using Jira Server. Since Server it's all local accounts, then it's expected that it won't return anything on the tools I checked.

If that's the case, if Danielle is a user on a Server site, then please, raise a ticket with our support for them to check further details. Your license is commercial, so you should have the ability to raise a ticket with support on support.atlassian.com/contact.

Kind regards,
Angélica

[Eswar Prasad]

@Angélica Luz With regards to the first user, we see that user is still not getting email notifications. You said that there were 59 email addresses with a bounce related to the errors below and you have cleared the user from the list, however, user is still not receiving notifications.

Can you please look into this

[Angélica Luz]

Hi @Eswar Prasad,

I'm not sure if you saw the other details I shared.

Are you using Jira Cloud or Server?

If it's Jira Server, then it would be better to contact our support team so they can check why the user is not receiving notifications.

[Lauren Althoff]

Hello - I have the same problem of not getting emails from Confluence and Jira since last week or so. 

Could you please help me resolve this problem? Thank You!

[Angélica Luz]

Hi @Lauren Althoff,

Welcome to the Community!

There was a bounce on your email address due to the following reason:

550: 550 5.1.1 Requested action not taken: mailbox unavailable  

I removed it and the notifications should be delivered now.

​​Kind regards,
Angélica