New user didn't receive activation email

[ben_bracedigital]

I have set up a new user but the activation email was not received and I can't complete the user sign up.

The new user is ******

Thanks

[Theodora Boudale · Accepted solution]

Hi @ben_bracedigital 

I checked in our system and saw a hard bounce event for that email, created on 25th February 2021:

550: 550 5.4.1 Recipient address rejected: Access denied.

It looks that the user may have tried to create the Bitbucket account before the email was operational. The hard bounce informs us that the email does not exist and in this case it is placed in a suppression list, as we no longer try to resend to non-existing emails.

I went ahead and removed the email from the suppression list. If the user's email is operational now, could you please ask them to try resending the verification email? This needs to be resent now, as the previous ones were dropped.

In case you sent any invitations to the user, they'll need to be resent as well.

Please feel free to let me know if things are ok now and if you need anything further.

Kind regards,
Theodora