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Adding a customer to an organization


A Customer was added to an organization (email is 100% correct), the customer is being displayed in the list of an organization.
But the invitation email didn't come to the customer. How can the customer access our Jira desk and create a ticket if the invitation letter didn't come? Or maybe I'm doing something wrong...
Thank you in advance

2 answers

2 accepted

1 vote
Answer accepted
Daniel Eads Atlassian Team Apr 16, 2021

Hi @Andrew Romanenko ,

One possibility is that the customer's mail server returned an error to our mail delivery service at the time the invitation was sent, and further delivery to that address is paused. This happens for a variety of reasons, but we often see it when invitations are sent before a mail server has the inbox ready (in case of a new employee) or if the mail server was temporarily misconfigured.

We're able to test for that scenario with a support case. If you are able to contact a Site Admin at your organization, they can open a support case at and mention they would like to see if your customer (the email address will need to be provided in the support ticket) is currently on the bounce list. If that's the issue at hand, the support team will be able to clear out the pause on further mail delivery at the same time.

If they try the password reset option as Bastian noted, and still don't receive an email - that indicates you will likely need to contact support.

Daniel | Atlassian Team

Thanks, Daniel. I'm waiting for the customer's update

1 vote
Answer accepted

Hi @Andrew Romanenko ,

Welcome to the community. 

The customer could try to go the customer portal url and try to reset his password there using the email address you added to the organisation. 

Then he should get a password reset email with a link where he can set his password and should be able to log-in afterwards. 

Thanks, Bastian. I'm waiting for the customer's update.

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