Password reset emails not received

[Ian Leonard]

I am trying to access an old set of Bitbucket repositories but have no password. The password reset email isn't arriving. I can see from other similar posts that addresses can get blocked so guess this is what is happening.

The account would be under email, <domain>. 

Is someone at Altassian able to fix this?

Thanks

[Theodora Boudale]

Hi Ian and welcome to the community!

I checked our email logs and our emails were bounced because we received a hard bounce response from your mail server with the error:

550 Sender verify failed

This is because your mail server is doing callback verification that is failing.

Password reset emails are sent from noreply+XXXXX@am.atlassian.com (where XXXXX is some string) and that email address has no inbox.

You will need to adjust the configuration on your mail server to be able to receive our emails, and then request another password reset email.

Just a heads up, I removed the email address from your post to protect your privacy.

Kind regards,
Theodora

[Ian Leonard]

Hi Theodora,

Thanks for the assistance. I've disabled 2SV on my account and still not seeing replies to my password resets. I'm assuming this is the correct action (although I will enable it again asap). Can you see any further issues?

[Theodora Boudale]

Hi Ian,

I checked our email logs and I see the same error as previously for the newer emails we sent.

2SV is not related to this error. Callback verification is a technique that can be used by a mail server to validate email addresses:

• https://en.wikipedia.org/wiki/Callback_verification

Based on the error message I see on our logs, it looks like the mail server of your second email address is using this technique to validate the email address that the password reset email is sent from.

You can reach out to your email provider and ask them if there is any configuration issue with the callback verification or if it is possible to temporarily turn it off so you can receive the password reset email.

Kind regards,
Theodora

[Ian Leonard]

Thanks, I found the magic check box in the email forwarding site  used and am getting the emails now.

[Theodora Boudale]

That's good to hear Ian, thank you for the update.

Please feel free to reach out if you ever need anything else!