How to reset users password? We get no email with reset link!

[Heiko Meng]

Hi,

we're having trouble resetting a users password after this user had no site access for a while.

We tried the following: https://support.atlassian.com/atlassian-account/docs/password-reset-issues/ but it did not work. We're not getting the email with a reset link.

We checked the reset function with an other user in our company and it worked. Both users are using the same mailserver, so we think it's not a problem with a firewall or a spam filter.

Seems like jira is not sending any emails to this specific user. Just tried to send a mail via automation and the user didn't get this mail as well.

The stored email address is correct, checked it twice. Before we revoke users access everything worked fine for more than a year.

I appreciate your help. Thanks a lot!

Heiko

[Rebekka Heilmann _viadee_ · Accepted solution]

Sounds like a problem that the Atlassian Support can help you with, as they can get access to your instance and the user's account.

But maybe someone else in the community already had a similar issue - just thinking, as there is a lot of new posts every day and no answer after two days, the Atlassian Support is probably faster ;) 

just make sure to add the solution to your post afterwards, so other Community members can benefit from it