Invite emails not being received

[Simon Quick]

None of our invite emails for both Bitbucket and Atlassian Cloud are being received. This includes users on our domain, and also external users we invite to Bitbucket.

[Jerrold - Empyra]

Hi @Simon Quick 

There might be a possibility that those email addresses are on the bounce list. To resolve this, please refer to the steps outlined in Unblocking Office365 emails for Atlassian Cloud to whitelist Atlassian emails on your domain. This action will prevent email bounces and mitigate the issue. If you encounter any difficulties following these instructions, kindly contact the Atlassian support team at Atlassian Support for assistance.

Thank you.

[Simon Quick]

Hi Jerrold,

Thanks for the reply.

We don't use Office365, and there have been issues receiving on personal Gmail accounts as well as our corporate email.

We also can't expect external parties to unblock Atlassian. 

When i follow the support link it referred me to this forum.

[Jerrold - Empyra]

Hi 

sorry for that can you please try this support link - https://support.atlassian.com/contact/

Thank you.

[Patrik S]

Hello @Simon Quick ,

When the destination email provider bounces Atlassian's emails, those email addresses are internally added to a suppression list so Atlassian domains don't get flagged as Spam. This may have been the case for your domain.

I've internally removed all the entries related to your domain from our internal suppression list. Could you try resending the invitations again and let us know if they are correctly delivered now ?

[Simon Quick]

Thanks Patrick. I resent some invites again 8 hours ago and unfortunately none of them have been received. I've checked spam folders too and nothing there.

Any ideas?

Thanks again

[Patrik S]

Hey @Simon Quick ,

In such case, as I see you have access to a workspace with active Bitbucket Cloud subscription, I would recommend opening a support ticket so our team can investigate this further.

You can raise a ticket on https://support.atlassian.com/contact/ choosing Bitbucket Cloud as a product and making sure to provide the URL of the workspace that has a paid plan.

If you want me to create a ticket on your behalf, please let me know which timezone you're in, so I can direct it to the correct team.

Thank you, @Simon Quick !

Patrik S