Invitation I have sent for a new user has not been received.

[hakanozdemir]

I've sent an invitation to a team member to join the group but they didn't receive the email. They also tried to create an account but didn't receive email for that also. How can we fix this?

[Caroline R · Accepted solution]

Hi, @hakanozdemir, thank you for reaching out to Atlassian Community.

I checked the pending invitations sent from the workspaces you have access to and confirmed that one of the users who hasn’t accepted the invitation yet had a block on the server that prevented emails from being sent to them, so I removed this email from this suppression list.

Just to give you some context around this issue, it can occur when the system tries to send an email to the user and the account does not exist yet, is not activated, or it rejects the email for some internal reason.

Now, could you please remove the invitation and send them a new one? You can do this by following the next steps:

In case you have invited them to a specific repository:

• Access the workspace >  Go to the repo you have invited them to;

• Access the Repository Settings > User and group access; 

• Click on the "invitation pending"; 

• Select the “Cancel invitation" option to remove the invitation; 

• Add the email again to send a new invitation. 

In case you have invited them to a group on this workspace:

• Access the workspace > Settings;

• Access User groups > Open the group you have invited them to; 

• Click on the "invitation pending"; 

• Select the “Cancel invitation" option to remove the invitation; 

• Add the email again to send a new invitation. 

Please let me know how it goes and feel free to share any additional questions regarding this case. 

Kind regards, 
Caroline 

[Ballastlane Applications]

We are experiencing the same issue, one of the team members is not receiving invitations.

@Caroline R Could you help us with this please?

[Theodora Boudale]

Hi @Ballastlane Applications,

Please allow me to step in as Caroline is out of office.

I see that you created a support ticket for this issue and it has been resolved. If you need anything further, please feel free to let us know.

In case you ever need help with anything else, I would recommend creating a new question instead of posting to an existing user's question. This way your question has better visibility by the rest of the Atlassian team, in case someone is unavailable.

If the issue concerns a workspace on a paid billing plan, you can always create a ticket with the support team instead.

Kind regards,
Theodora