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Unable to add user

Edited

Hi,

I am unable to add user <email_removed> to our account. He was earlier the member, then was removed temporarily. Now when we are adding the user back, he isnt getting email. Please check.

 

 

1 answer

0 votes
Caroline R Atlassian Team Jul 07, 2021

Hi, @Mayank!

We performed an analysis on our logs and confirmed that the email you shared with us (I removed the email you mentioned from your answer for security reasons) had a block on the server that prevented emails from being sent to this recipient. This can occur when the system tries to send an email to the user and the account does not exist yet, is not activated, or it rejects the email for some internal reason. The message on the email was:

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 Gmail Help ... - gsmtp

So, I have removed the block from this address, could you please try to remove the invitation and send them a new one? You can do this by following the next steps:

  • Access the workspace; 

  • Go to Settings > User groups;

  • Access the group the user was invited to;

  • Remove the invitation by clicking on the X next to the email and send them a new one;

In addition, I would like to share with you that we already have an open bug for our development team regarding this problem, as currently there is no indication of when an invitation email is blocked/rejected. You can access it here:

I've linked your question to the bug. Please consider adding yourself as a watcher. This way you get updated as we make progress with this. If you are not familiar with our Bug Request Policy, you can read more about it here

Please, feel free to share any additional questions or concerns regarding this case. 

Kind regards,
Caroline

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