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User can not receive activation/password reset email


Hi Atlassian support team,

Would you please help check one of our user in your system. He is not receiving the activation/password recover email that generated by the portal.

We checked the mail filter on our end and can't find any email from Atlassian email reach to his account.


thank you.


2 answers

1 accepted

0 votes
Answer accepted
Caroline R Atlassian Team Jul 09, 2021

Hi, @paul_liu!

I performed an analysis on our logs and verified that the email you shared with us 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.

So, I went ahead and removed the block from this email. Could you confirm if the user can receive the email now? 

Kind regards,

Hi Caroline,

That fixed the issue.


Thank you very much for your help.


Like Caroline R likes this

Hi @paul_liu ,


You have posted this to the Atlassian community (visible to the world). I'd suggest editing your post and removing the users email as it's publicly exposed. 

Atlassian support can be reached at



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