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Problem with registration

Hello,

On my project here : https://maskott.atlassian.net/jira/servicedesk/projects/SNE/queues/custom/151, I was notified by some of our customer that they are having trouble to register on Jira (tickets are created through here https://maskott.atlassian.net/servicedesk/customer/portal/21).
They are french teacher with a work email adress which look like that firstname.last.name@ac-schoolacademy.fr (schoolacademy depends on the geographic location of the school, for exemple ac-paris.fr).
They seems to experience some delay to validate the registration, which is not the case when tey are using their personnal email adress (with gmail for example).

Is there a reason for that ? How could it be explain ? Is it solvable or they should just wait a bit longer with the delay ?

Thank you very much for your help !

1 answer

0 votes
Andy Heinzer Atlassian Team Jun 06, 2022

Hi Melanie,

I understand that some users are not receiving email invitations in a timely manner.  I have not encountered this particular problem, but this will be very difficult to troubleshoot just within our Community site.

I would recommend that you reach out to one of your site-admins, and ask that they create a support request and include you as a requested participant.  They can do this by going to https://support.atlassian.com/contact

Your account cannot do this due to our Support offerings only extending to site-admins of paid sites.

But when you create this support case, please include the specific email addresses of users that have been invited.  Sometimes email addresses can be automatically added to a suppression system we operate for our Cloud sites.  Our support team will need to investigate the specific details here to make a determination here.  But I expect that our support team can remove specific addresses that might be on that suppression list.

Andy

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