New user didn't receive activation email

[Tuna Acar]

I have set up a new user but the activation email was not received and I can't complete the user sign up.

It is probably the same reason as described here (email rejected since it was not yet operational): 

https://community.atlassian.com/t5/Bitbucket-questions/New-user-didn-t-receive-activation-email/qaq-p/1623613

Thank you for fixing,

Tuna

[Andy Heinzer]

Hi,

I found there was a single user on your domain that had an email bounce from the SMTP server.

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [FR2DEU01FT006.eop-deu01.prod.protection.outlook.com]

I have removed this suppression from our side.  You should be able now to resend that invitation.

[Michael Lucas]

I am also having an issue getting the activation email.  Have done multiple checks on junk mail, filters etc and definitely nothing coming in.  Have had to create this account with an outlook.com address to get to post in the community, but the Jira/Confluence account I am trying to set up with my email at my domain name just does not seem to send me the activation.  I'm assuming you've got a bounce or similar on the domain? (mechatronics.design is the domain)

[Andy Heinzer]

Hi Michael,

I found there are several messages that have been bounced to that domain.  The first I found was this one:

550-Verification failed for <noreply+ace31060f2b09e33afd5feb64bb5b09c523a07a80b690439c8d88e35@am.atlassian.com> 
550-Called: 35.160.84.153 
550-Sent: RCPT TO:<noreply+ace31060f2b09e33afd5feb64bb5b09c523a07a80b690439c8d88e35@am.atlassian.com> 
550-Response: 550 5.7.1 relaying denied 550 Sender verify failed 

It appears that your mail server is rejecting our message.  I would recommend reaching out to your mail admin to see if they can adjust the settings of your mail server to accept this message.  The timestamp of that message was 2022-11-28T03:28:11.000Z

[Michael Lucas]

Thanks Andy.  I am also the mail admin so I'm investigating.  The timing of that rejected message matches exactly with when I was expecting the verification email.  Who do I reach out to if this doesn't resolve easily?

[Andy Heinzer]

The configuration of your mail server is outside the scope of our Atlassian Support here.  That said, I would try to reach out to the vendor of your mail server for help and support here. 

I'm not sure which mail system you might be using, but if it happens to be Microsoft Exchange, then perhaps a guide such as https://learn.microsoft.com/en-us/exchange/mail-flow-best-practices/non-delivery-reports-in-exchange-online/fix-error-code-550-5-7-1-in-exchange-online might help here.