Atlassian account verification email not received

[Sarah Wilbur]

We have a new user in IT here we invited to the portal, and he never receives the verification email. This is on Jira Service Desk, cloud version. 

He gets the invite, and he goes in to set up his account, and it wants to verify his email, but nothing ever comes to him for the verification. I am looking at our exchange server now and nothing is hitting it, so I know it isn't getting lost on our side. 

[email added and deleted for moderators to access]

[Angélica Luz · Accepted solution]

Hello @Sarah Wilbur,

Thank you for reaching out to the Community!

Checking the email on our tools it returned the following error message:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [DM3NAM02FT049.eop-nam02.prod.protection.outlook.com]

I removed the bounce and the verification email should be delivered now.

Please, ask the user to test and let us know how it goes.

Kind regards,
Angélica

[Sarah Wilbur]

You are awesome, thank you!! 

[Kymbat Daniiarova]

Hi there! I am receiving the same issue. Could anyone please help?

[Angélica Luz]

Hi @Kymbat Daniiarova,

Welcome to the Atlassian Community!

Checking your email here, there was a bounce due to the following error:

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 removed it and the notifications should be delivered now.

Regards,
Angélica

[Sarah Wilbur]

@Angélica Luz Any chance you could assist?