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New user not receiving invitation email

There's new user joined company and I invited him as what I did before. However, this time the new user hasn't received anything. I tried to resend in user management tab for several times, and he carefully checked all the mail boxes, there's no invitation mail.

It worked well days ago. And I don't think it's due to company mail server as we're using same company mail server and others can receive invitation mail before.

Any possible way to figure out what goes wrong?

2 answers

1 accepted

0 votes
Answer accepted

Hello @rodrigo_marques,

Thank you for reaching out to the Atlassian Community!

Checking both of the domains from the users’ accounts on our tools, it returned the following bounce error:

550: 550 5.4.1 ...@... Recipient address rejected: Access denied [CY1NAM02FT023.eop-nam02.prod.protection.outlook.com]

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [BN1NAM02FT050.eop-nam02.prod.protection.outlook.com]  

I removed those bounces and the notifications should work normally now.

Please, take your time to test and let us know how it goes.

Kind regards,
Angélica

Hi Angelica!

After removal, everything went fine

Thank's for your support.

Like Angélica Luz likes this

Hi Angelica,

 

Are you able to assist with this same issue.

 

Thanks

Hi @Deshane Devenish,

Thanks for reaching out to Community!

I saw that Daniel already helped you on another thread regarding this issue.

If there is anything else we can do to help, please let us know.

Kind regards,
Angélica

Hi Angelica, 

are you able to assist with this same issue. For one user the invitation is working. For another is not. 

 

Thanks. 

Hi @Daniel Kaliner,

Welcome to the Atlassian Community!

Checking the users of your Cloud site, I can see that there is your account and other two accounts from the same domain.

None of the other email address returns any blocks or bounces on our side and the notifications shows as delivered. 

Please, confirm with them if the emails are not in the spam folder.

Kind regards,
Angélica

Hi Angelica,

 

after setting up our DNS-Entries all mails are delivered to the accounts. 

 

thanks 

 

daniel

Like Angélica Luz likes this

Hi Angélica,

 

In November 2021 we had a problem sending an invite to a new member of our company.

The following error was found at the time:

550: 550 5.4.1 ...@... Recipient address rejected: Access denied [CY1NAM02FT023.eop-nam02.prod.protection.outlook.com]

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [BN1NAM02FT050.eop-nam02.prod.protection.outlook.com]

 

We are currently having the same issue to invite a new member of our team.

Sent notifications are not reaching your mailbox.

I believe it will be necessary to remove bounces for notifications to work normally.

Please, could you help me?

Hello Rodrigo,

I checked the domains and it only returned one email address on the bounce list, so I believe it’s from the new member you are inviting to the site:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [BN1NAM02FT048.eop-nam02.prod.protection.outlook.com]

I removed this bounce and the invite should be delivered now.

Kind regards,
Angélica

Hello Angélica,

 

Thanks for the quick response.

It's all right now.

Like Angélica Luz likes this
1 vote
Mikael Sandberg Community Leader Oct 29, 2021

Hi @rodrigo_marques,

Welcome to Atlassian Community!

There was an active incident yesterday that affected email notifications for most of Atlassian's tools, not sure when you tried to invite the user. I would recommend that you check and subscribe to https://status.atlassian.com/.

Also, you may want to contact Atlassian Support, if the email bounces they will add that email address to a suppression list. 

Thank you Mikael Sandberg for your help.

My confluence account is free.

Can I get help from the support team?

Like Marjorie likes this
Mikael Sandberg Community Leader Oct 29, 2021

Okay, let me notify the support team that is here on the Community and they should be able to help you.

Like Marjorie likes this

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