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User not getting the invitation

Hi Team,

 

We have sent the Jira project invitation to user; which is not getting in his inbox, please help us on this issue.

 

Tried 

directly user tried to  register in JIRA portal as a new user - failed.

Email Trace done- not found email from Jira.

2 answers

0 votes
Daniel Eads Atlassian Team Nov 09, 2021

Hi @IT Support , welcome to the Community!

Several email addresses on your organization's mail domain bounced emails back from Exchange Online Protection with error codes. The errors returned by your organization's mail server indicated that these addresses were not able to receive email, so our mail service stoped attempting to deliver email to those addresses. I've cleared the block out of our system for those addresses. Additional attempts to send invitations should deliver now.

I might suggest having an Office 365 administrator at your organization create a Mail Flow rule in the Exchange Admin Center to mark Atlassian-originated emails as safe/allow them to bypass spam filtering. Our outbound email IP addresses are publicly documented for this purpose:

167.89.0.0/17, 192.174.80.0/20, 147.253.208.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Cheers,
Daniel

Thanks Daniel, it got fixed.

0 votes
Jack Brickey Community Leader Nov 09, 2021

initial troubleshooting steps/questions…

  1. How are you adding the customer?
  2. Do you have the invite notification enabled?
  3. Do other customers get notified?
  4. Has the user checked their junk email folder?

Hi Jack,

 

Thanks for your response,

  1. How are you adding the customer?

I used to add from project page add customers

  1. Do you have the invite notification enabled?

Yes

  1. Do other customers get notified?

Yes

  1. Has the user checked their junk email folder?

Yes, also I tracked the user mailbox via mail trace, not found jira email.

However it got fixed, I have initiated from project page signup option, which got delivered 

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