No Email Notifications for Pull Requests in Bitbucket - Organization-Wide Issue

[Lokesh M]

For the past month or so, I have not been receiving email notifications when tagged in Pull Requests as a reviewer in Bitbucket. Despite checking my spam folder, adjusting my personal settings, and updating configurations in the email notification center, the issue persists.

This problem is not limited to me; no one in our organization (<domain_name_removed_for_privacy>) is receiving email notifications from Bitbucket or Atlassian. We have thoroughly checked our internal systems and confirmed that there are no blocks or filters affecting incoming emails from your services.

We would appreciate any assistance or guidance in resolving this issue as it significantly impacts our workflow.

Thank you in advance for your support.

[Theodora Boudale · Accepted solution]

Hi Lokesh,

I checked our email logs and emails sent to your email address by Atlassian were bounced with the error message:

554 5.7.1 - Recipient address was suppressed due to customer policy

This usually occurs when the email address is invalid (address does not exist), when the user clicks the list-unsubscribe header, or when the user clicks one of our emails and flags it as SPAM.

I went ahead and removed from our suppression list all emails from your company's domain name.

Can you please monitor and let me know if the issue is resolved now?

Kind regards,
Theodora

[Lokesh M]

Hi Theodora,

Thank you for your quick response and for removing our company's domain from the suppression list. I have started receiving emails again, and it seems the issue is resolved.

To ensure this problem doesn't occur again, could you please add our domain to your whitelist? This will help us continue receiving important notifications without any interruptions.

Thank you for your assistance.

Best regards,
Lokesh

[Theodora Boudale]

Hi Lokesh,

Thank you for the update, it's good to hear that the issue is resolved!

An email address gets added to the suppression list if we send an email and the recipient mail server sends a hard bounce response (which usually indicates permanent failure). We cannot whitelist domains to prevent this from happening.

If this occurs with an invitation email (which usually occurs if the email account of a new user is not active yet), the email address can be removed from the suppression list if the admin resends the invitation (assuming that the email address is valid and active):

• https://community.atlassian.com/t5/Bitbucket-articles/How-to-get-support-for-Bitbucket-Cloud-invitation-and/ba-p/1932959

For any other type of email, someone from our support team will need to remove the email address (or all email addresses from a domain) from the suppression list.

Kind regards,
Theodora

[Lokesh M]

Great it worked, thank you so much for your reply. 

[Lokesh M]

@Theodora Boudale Again emails are got stopped receving to my email address. I have tried invite user again as we discused again but still the emails are getting bounced. Can you please check and let me know to fix it?

[Theodora Boudale]

Hi @Lokesh M,

I checked our email logs for emails sent to your email address and they were dropped because of a hard bounce response we received from your mail server.

I went ahead and removed all suppression for your domain. Can you please try sending the invitation one more time and monitor your inbox for any new notification emails from now on?

I also suggest reaching out to the administrator of your mail server or your mail server provider and ask if any outages have occurred that might have made the server unavailable for some time.

Kind regards,
Theodora

[Lokesh M]

@Theodora Boudale , thank you so much! I am now receiving the emails. I checked with the mail server provider, and they said there are no issues on their side. As the email administrator, I also don't see any blocklists from my end. This issue keeps occurring for everyone in our organization, and it's creating a significant burden for us. Can you please suggest a better way to prevent this? If possible, can we use our own domain to send messages to prevent bouncing? Would that work?

[Lokesh M]

@Theodora Boudale I have whitelisted the below domains and emails in our email administration settings it this will work? Or I need to whitelist anything extra?

Email Address:
community-do-not-reply@em.atlassian.com
jira@fitsysindia.atlassian.net
confluence@fitsysglobal.atlassian.net

Domain:
bitbucket.org
atlassian.net
fitsysindia.atlassian.net

fitsysglobal.atlassian.net

[Theodora Boudale]

Hi Lokesh,

You are very welcome.

The IP addresses that we use to send email notifications are listed here:

• https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/#Outbound-email

I don't know if whitelisting them will work, because I don't know the exact reason why your mail server responds with a bounce event. For your own email address, the bounce event in our system had the following message:

• https://support.sparkpost.com/docs/faq/recipient-address-was-suppressed-due-to-customer-policy

Have you or any other of your users flagged any of our emails as Spam, or unsubscribed from our emails (even accidentally)?

We cannot automatically remove all suppressed email addresses, because most of the time the recipient's mail address no longer exists or the recipient no longer wants to receive our emails. Continuing to send emails after a hard bounce events is also something that damages our mail server's reputation.

Email notifications from Cloud products can only be sent by Atlassian's mail servers, it is not possible to set up a different mail server.

Kind regards,
Theodora