I don't get email notifications

[Irina Svirkina]

I don't receive notification emails for issues I'm watching at https://bigbrassband.atlassian.net/. I have checked my settings configuration in the Cloud Jira. I have checked my spam folder as well in my Inbox (I use Gmail).

My admin has checked with a notification helper for that issue + issue commented event that I must have received an email notifications, but I didn't.

My admin added a new user with another my email. It receives email notifications successfully. We dropped all permissions for  my account and invited it back to https://bigbrassband.atlassian.net/. Nothing helped.

I've check that my gmail account doesn't have any filters and blocked emails setup.

What's wrong with my account email? I'm out of ideas. Could you please help.

[Dario B · Accepted solution]

Hello @Irina Svirkina ,

I can see that your email address was added to the bounce list on our side because we got below error message in return when trying to deliver emails to it:

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 https://support.google.com/mail/?p=NoSuch... - gsmtp

I am now removing the block from our side, it is taking some time but the process should be completed soon. However, please notice that if the original problem is not solved your email address will be added to the bounce list again.

Please test this again in a bit (let's say 15/20 minutes) and let me know if the issue is solved. 

Cheers,
Dario

[Irina Svirkina]

Thank you, now everything works well.

[Dario B]

You are very welcome @Irina Svirkina . Enjoy your day!  :) 

[Kiryl Martsinovich]

@Dario B
I have the same problem. I am not getting any emails related to Atlassian at all. Please help me solve the problem. Thank you in advance. 

[Ilya Shakutsin]

Dario B

Hi. 

I'm site admin how I can resolve that kind of issues with our users by myself or via Atlassian support.

Thank you.

[Ilya Shakutsin]

@Andy Heinzer 

Please help with:

Kiryl Martsinovich 

I have the same problem. I am not getting any emails related to Atlassian at all. Please help me solve the problem. Thank you in advance. 

[Andy Heinzer]

@Ilya Shakutsin I have removed the suppression for that account.  I found there was an original bounce message of

550-5.2.1 The email account that you tried to reach is disabled. Learn more at 550 5.2.1 https://support.google.com/mail/?p=DisabledUser s24-20020a639258000000b004c62c4e2431si1899546pgn.869 - gsmtp

with a timestamp of 2023-01-24T11:33:50.000Z.

In the future, you can create a support case as the site-admin of a paid site by going to https://support.atlassian.com/contact

For end users or free plan admins, posting here to community is another way our team can help, but we don't always have the same visibility or service level agreements here in Community.

[Ilya Shakutsin]

Thanks.

[Zeeshan Ahmed Khan]

I am facing the same problem @Andy Heinzer. Can you look into that please ? 

[Andy Heinzer]

@Zeeshan Ahmed Khan I'm not seeing any suppressions for this account currently.  I see that you have a support ticket for this.  I would recommend responding in that ticket as that team can investigate this further.

[Bryan]

Hi there,
We're running into the same issue of users not receiving notifications from jira as well.

Could I receive some assistance?

[Andy Heinzer]

Hi.

I found one user on your email domain that received an email bounce last month.  The message was

550: 550 [internal] [oob] The recipient is invalid.

2022-06-16T17:47:50+00:00

I have removed this from our suppression list.  You can try to send notifications/invites to that user again now.  It should work now.

Andy

[Bryan]

@Andy Heinzer 
Hi Andy, thank you for unblocking the user.
Upon further investigation, it looks like she had accidentally blocked Jira and therefore, Jira was getting the bounce back messages which led to her being on the suppression list.

Could you check once more to see if they are once more on the suppression list?

[Andy Heinzer]

I can't remember which account it was last time, but this time I found only a single account on your email domain with a recent bounce. 

Again the error was:

550: 550 [internal] [oob] The recipient is invalid. 2022-07-19T12:51:31+00:00

I have removed this suppression from our side.

[Bryan]

I really appreciate your assistance @Andy Heinzer 

[Karolina Staśkiewicz]

Hello, I have the same problems as Irina and Klaudia. Could you help me solving it? 

[Andy Heinzer]

Hi @Karolina Staśkiewicz I have removed your email address from our mail suppression list.

[Karolina Staśkiewicz]

Hi Andy, after your removed my email address from suppression list everything worked until now. Can you take a look at it again? 

Thank you in advance 

[Andy Heinzer]

@Karolina Staśkiewicz I found there was a bounce message of:

2023-10-06 02:24:11.730

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 https://support.google.com/mail/?p=NoSuchUser b1-20020a056a000cc100b0068c7033a5f5si957056pfv.74 - gsmtp

I have cleared the suppression from our side for your account and all others that share your domain.

Andy

[Karolina Staśkiewicz]

Hi Andy, I've came back with same issue, I get no email notification since January 4th. Could you take a look at it?

[Andy Heinzer]

Hi @Karolina Staśkiewicz 

I found this bounce message in the SMTP logs:

2024-01-04 02:02:57.748

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. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser m17-20020a170902db1100b001d4cbf7880esi3378593plx.477 - gsmtp

I have cleared the suppression from our side for your domain.  You might want to bring this date/time stamp for your account to your mail provider.  As I don't believe that the mail provider should be throwing this kind of response unless your account was suspended.

[Klaudia Kubiak]

Hi,
I have the same problem as Irina, where can I go for help?

[Petter Gonçalves]

Hello @Klaudia Kubiak

We've properly cleared the bounced email for your address, so now you should be able to receive emails. Can you try again?

Also, please ensure you've whitelisted the required email addresses from Atlassian in the documentation below:

IP addresses and domains for Atlassian cloud products

Let us know if you face any problems.

[Klaudia Kubiak]

Hi,
everything is fine now. Thank you sooo much! <3