In order to be able to help you, we need to know the email of the user so we can check our email logs.
I see that you have opened a support ticket as well for this issue. Since a user's email is private/personal data, I would suggest posting their email in the support ticket (the ticket is visible only to you and Atlassian staff) instead of here, so that the support engineer handling your ticket can help you.
If you have any questions, please feel free to let me know.
Hey everyone, over the past year, we've added several new features on how you can use Bitbucket and Jira together. We'd love to know how you'll are using the integration and how it's helping your t...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events