Not receiving email notifications

Jim Oliver April 23, 2021

Hey, so as the title says for roughly 20 days now I am not getting any notifications from Confluence Cloud and JIRA. The details are:

  1. I have checked my quarantine list and spam folder
  2. I have tried signing out and back in 
  3. I checked the email notification configuration and I still have everything enabled e.g. I am watching entire spaces (even though I am not getting notifications for email mentions)
  4. I can see the notifications in the notification bell menu

58 answers

1 accepted

6 votes
Answer accepted
Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 23, 2021

Hey @Jim Oliver ,

I've cleared out a block on your email address, per the other threads you've noticed on Community. Assuming there are no other issues with your mail server that cause emails from our delivery service to bounce, your Jira and Confluence notifications should start flowing again.

Cheers,
Daniel | Atlassian Support

Jim Oliver April 24, 2021

Thank you.   Everything is working once again!

Fernando Suarez June 8, 2021

Hi @Daniel Eads Could you please do the same for my email i have the same issue that @Jim Oliver

Thanks a lot!

Fer

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 9, 2021

@Fernando Suarez I did indeed find the same issue for your email address, which has now been cleared. Cheers!

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Fernando Suarez June 10, 2021

Hi @Daniel Eads Thank you very much.

It has been been solved. i believe that the unsubscribe all from the email marketing preferences generated this bug.

Regards,

Fer

Nijeesh July 1, 2021

Hi @Daniel Eads can you please do the same for me. I am not receiving the email notifications for the past month or so.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 1, 2021

Hi @Nijeesh , yes - I've confirmed the same issue for your email address. A series of errors from your company's mail server in May caused notifications to your email address to be no longer delivered. I've cleared the error out and new notifications going forward should start flowing. Cheers!

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Becky Klein July 21, 2021

@Daniel Eads , my email address seems to be having the same issue.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 22, 2021

Hi @Becky Klein , our delivery logs show successful deliveries to the email address you used to post here on Community (should be able to see that email address at https://id.atlassian.com/manage-profile/email if you want to confirm). Is there a possibility that there's another email address giving you trouble?

Becky Klein July 22, 2021

I figured out why...I was testing some automation rules and didn't want to inundate folks with emails, so I made changes (assigned, updated, closed, etc...) and found that my notification setting is to not receive emails for my own updates.

Thanks for your help.

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Jerry Lim July 26, 2021

Hello @Daniel Eads

Please do the same for my email I have the same issue. Thank you!

Mario Tobar August 4, 2021

Hi, Same issue here, can someone help me please!

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 4, 2021

Hi Mario, I've answered on your standalone question. Thanks!

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 4, 2021

@Jerry Lim I've just cleared your email off the suppression list as well. Cheers!

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Jeroen Overre August 11, 2021

Hi @Daniel Eads can you please check if there is a block on our email domain?

Thanks in advance!

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 12, 2021

@Jeroen Overre there were a number of email addresses on your domain that appeared on the suppression list. Not knowing which ones in particular you're having difficulty with, I opted to wipe them all from the list.

For your organization, I would recommend having a site administrator go through the list of users for your organization (they can start at https://admin.atlassian.com ) and ensure that all the active users are still at your company, and all their email addresses are correct. The number of "invalid recipient" errors for your company's domain suggests that some email accounts may have been deactivated or renamed without the Atlassian accounts also being deactivated or updated right away.

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Jeroen Overre August 13, 2021

Thank you very much @Daniel Eads . I will discuss it with my team.

Vanessa Volonte August 13, 2021

I think my emails may be blocked as well as those on my team.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 13, 2021

Hi @Vanessa Volonte , welcome to the Community! I've cleared your company's domain as well. The next email attempts should be delivered to your organization's mail servers.

Vladimir Alferyev August 31, 2021

Hello @Daniel Eads

Please assist me with the same issue. I do not receive email notifications.

Laura Rodbro August 31, 2021

@Daniel Eads I have the same issue as described, can you please check my email address as well? TIA!

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 31, 2021

@Vladimir Alferyev you should be set now - it looks like potentially you may want to ensure your email address is correct at https://id.atlassian.com/manage-profile/email as Google had returned this error to us:

550: 550-5.1.1 The email account that you tried to reach does not exist.

Your account is old enough that I would not expect a "new mailbox" to be the cause of this based on the timeframe our mail service got that error, unless you've changed email addresses within the past couple months.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 31, 2021

@Laura Rodbro error cleared - let me know if things are not working for you going forward. Cheers!

Vladimir Alferyev September 1, 2021

@Daniel Eads 
Just received first notification. Thanks for the support

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Denisse Malcun September 7, 2021

Same here. Please help.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 9, 2021

Hi @Denisse Malcun , at least according to the logs I see, delivery to the address you're using to access Community is working from Atlassian Cloud services. There were many other users on your domain who encountered errors over the last year; I've cleared all of those in case you were having trouble sending an invitation to a teammate. In case that's not what the problem was, I'll need to know the domain of the email address for the person (or persons) not receiving the emails they should in order to check things out on our end. Thanks!

-Daniel | Atlassian Support

knyce September 13, 2021

@Daniel Eads Hi Daniel, I submitted a request through Trello Support about this issue of not receiving Trello Notification emails. I haven't heard anything yet. I noticed this thread and others seem to have a similar issue. How do I get in the queue for support? I stopped receiving email notifications on Thursday, September 9th and haven't received anything to date. I can see the desktop notifications. Thanks for your help.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 13, 2021

Hi @knyce , I've cleared the error out for your address. The support issue has a note saying the error is cleared; the engineer who picks it up may double-check that you're all set when the case is assigned. Cheers!

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knyce September 14, 2021

@Daniel Eads Thank you so much! I appreciate your time and quick response in resolving this issue. This morning noticed that my notifications emails were in my inbox again! Great customer service :)

Rizwan Mansuri September 15, 2021

@Daniel Eads Can you please cleared out same for my email. I have not able to received any emails.

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 15, 2021

Hi @Rizwan Mansuri,

Got you sorted. The mail server at your organization at one point had sent:

550: 550-5.1.1 The email account that you tried to reach does not exist. 

Typically happens with Gmail as a provider when there's been insufficient time between the mailbox being created and the invitations/mail from Atlassian Cloud being sent. Google seems to want a couple hours to get the inbox all configured and replicated across its environment.

You should be all set now!

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Bob H_ September 15, 2021

@Daniel Eads 

I am having same issue, are you able to assist?

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 15, 2021

Hi @Bob H_ ,

I see that your email provider is Outlook on the backend - we're currently experiencing an issue with deliveries to Microsoft's mail services, documented on our Statuspage. Further details will be provided on Statuspage when the incident is resolved. Thanks for your patience!

Sirajudheen k September 20, 2021

@Daniel Eads , my email address seems to be having the same issue.
pls can you help..

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 21, 2021

Hi @Sirajudheen k , I've cleared your email off the list. Cheers!

Sirajudheen k September 21, 2021

It's worked now, thanks a lot.

Sirajudheen k September 21, 2021

Dear @Daniel Eads 

Can you please remove the following emails of my coworkers too..

<email addresses removed by Atlassian Support>

Thank you in advance.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 22, 2021

Hi @Sirajudheen k , your co-workers email addresses have been cleared also. Cheers!

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STOCLIN Vincent September 22, 2021

Hello @Daniel Eads

Users of my company's domain have the same issue. Could you verify and cleared out the error for email addresses of my company.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 22, 2021

Hi @STOCLIN Vincent , 

I found 6 email addresses on your domain that had at various times returned errors to our mail service. I've cleared all of these addresses from the suppression list; additional attempts to deliver email should go through going forward (assuming the mail server does not return more errors for those addresses).

Cheers,
Daniel

Denisse Malcun September 28, 2021

Hi @Daniel Eads you asked me for the domain of the person which was not receiving the emails. I am the one not receiving emails when a comment in an issue occurs even though I have a watch. My domain is firstbankpr. Hope this helps

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 28, 2021

Hi @Denisse Malcun - I'm not finding a matching Atlassian Cloud account for you on firstbankpr.com - it might be possible you're on a Jira Server instance rather than Jira Cloud. I would suggest reaching out to a Jira Administrator at your company (or the IT department if you don't know who the Jira Administrator is). They can start the troubleshooting process, and open a support case with us at https://support.atlassian.com/contact if additional help is needed. Cheers!

Afroz Khan October 6, 2021

Hi @Daniel Eads , I am facing the same issue. I am not receiving any email notification from JIRA. Can you please check and help me out on the same.

Thanks!

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 6, 2021

Hi @Afroz Khan , looks like your mailbox had some trouble on September 28 resulting in a soft block in our mail service. I see some other emails have delivered since then, so cleared out the error in our mail service for the Jira emails. You should be all set now!

Cheers,
Daniel

Afroz Khan October 6, 2021

@Daniel Eads , It works fine now. Thanks!

Becky Klein October 12, 2021

Hi @Daniel Eads

I am suddenly not receiving emails. I haven't made any changes to notifications or settings between then, when I was receiving them, and an hour later. Can you check on your end?

Thanks,

Becky

Frank Corso October 14, 2021

Hi, I am not receiving email notifications, and I checked junk mail and everything else.  Please help

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 15, 2021

@Becky Klein I see you were able to open a support case and get assistance already!

 

@Frank Corso according to our mail logs, Confluence is successfully delivering notifications to your mail server. Is there a different product you're having trouble with? Alternatively, your site is support-eligible, so you could work with your site administrators to open a support case at https://support.atlassian.com/contact and our support team can work 1:1 to check additional reasons why you might not be getting notifications you're expecting.

Cheers,
Daniel | Atlassian Community

Matheus Papini November 8, 2021

Hi @Daniel Eads , I am not receiving email notifications, neither push mentions, can you please help?

Tks.

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 8, 2021

Hi @Matheus Papini

Our logs are showing successful deliveries from Jira to your address today. Is there another email address you're using with a different site than the one you've used to comment here on Community with possibly?

Thanks,
Daniel | Atlassian Community Support

Rizwan Ghzzaal December 3, 2021

Hi @Daniel Eads ,

I think I am facing the same issue can you check my email also. Thanks.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 3, 2021

Hi @Rizwan Ghzzaal , I can confirm your email address was affected by this issue also. It looks like a site admin at your organization opened a support case, and we resolved the issue for your email address earlier today. Cheers!

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Milan Zádrapa December 9, 2021

Hi @Daniel Eads , I have problem with email notifications too. I think we have blocked domain @konicaminolta.cz . Can you remove our domain from black list? All my colleagues have same problem. Thanks. 

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Becky Williams December 9, 2021

Hi @Daniel Eads 

I am having the same problem - no emails at all from JIRA. Would you mind checking my email as well?

Many thanks

Sherif Ali December 9, 2021

Hi @Daniel Eads I am having the same problem. Can you please check my email too ?

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 10, 2021

@Milan Zádrapa There were 18 addresses on your domain with errors - some did not have details but a couple indicated some spam-looping. I would suggest adding Atlassian's IP range to your safe senders, or creating a mail flow rule, depending on how your provider prefers things. Details about mailflow rules are documented in this article (although I am aware your domain does not use Office365 for its mail frontend - you will need to modify these instructions for your own mail provider): Unblocking Office365 emails for Atlassian Cloud 

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 10, 2021

@Rebecca Williams I've unblocked your email address and emails should be flowing correctly now going forward.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 10, 2021

@Sherif Ali I see you've got a separate question open here on Community as well - I'll post additional information on that one momentarily.

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김영광 December 10, 2021

@Daniel Eads 

I am having same issue. Can you please check my email too?

Becky Williams December 13, 2021

Hi @Daniel Eads 

Many thanks for sorting my emails. I know some of my colleagues are also seeing the same issue. Would you also be able to check if any other email addresses with the same domain have been blocked? Thanks

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 13, 2021

Hi @Rebecca Williams , I've cleared this error for 2 other email addresses on your domain as well. Cheers!

김영광 December 13, 2021

Hi @Daniel Eads 

Email notifications have not been coming to me for the past six months.

I would appreciate it if you could check my email address. Thank you.

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 13, 2021

@김영광 I have cleared your email address from the suppression list also. Cheers!

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Mathias Nietlispach January 5, 2022

@Daniel EadsI am having the same problem. Can you please check my email too ?

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 5, 2022

Hi @Mathias Nietlispach ,

Your email address was on the suppression list, as were a number of other email addresses at your domain. I have cleared these all from the suppression list. However, you may wish to have an Exchange Online admin follow the steps in Unblocking Office365 emails for Atlassian Cloud to ensure the same problem doesn't occur again in the future.

Thanks,
Daniel

Lorena Brito January 6, 2022

Hi @Daniel Eads

Can you please clear my email as well? I've not received Jira notifications since December 3rd 2021. 

Thank you!

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 6, 2022

@Lorena Brito cleared - email should start flowing now. Cheers!

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Andrea Marcovecchio January 13, 2022

Hi @Daniel Eads Can you please clear this email <address removed by Atlassian Support> as well?

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 13, 2022

Hi @Andrea Marcovecchio , welcome to the Community! The email address you mentioned shows only successful deliveries in our mail system. There are two things I'd recommend doing from here:

  1. Have the user confirm that emails from Jira haven't wound up in their bulk/spam folders. This particular user appears to be on a Gmail hosted domain, so have them specifically check the Spam folder in addition to any of the Updates/Social/etc tabs that Gmail users. They can try searching "in:all jira" to check all non-spam messages
  2. Use the notification helper in Jira to confirm that Jira will actually trigger an email to this person for particular events on issues. It's possible the notification scheme isn't configured the way you expect, and the notification helper can show you why. Alternatively since your site is on a paid plan, you can also open a support case to have a second set of eyes on your configurations. If you do open a support case, please include an issue key for an issue you think this user should have gotten an email notification for.

Thanks,
Daniel | Atlassian Support

Ville-Pekka Seppä January 14, 2022

@Daniel EadsHi, I have the same issue. I've run the notification helper which shows no problems. I also checked spam folders and went through this check list: https://confluence.atlassian.com/jirakb/not-receiving-email-notifications-in-jira-cloud-779160705.html

 

At the moment we have only 2 users in our Jira Software but neither has ever received any email notifications. Could you check if our emails have been suppressed?

Thanks,

Ville

Deleted user January 18, 2022

Hi 

I am having the same issue. Can not get any notification from Jira. Could you please do the same for my email as well.

Thank you in advance. @Daniel Eads 

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 19, 2022

@[deleted] your address is now unblocked.

@Ville-Pekka Seppä none of the four users (including yourself) on your site currently have suppressed emails, or have shown any issues with delivery in the past few weeks. I would suggest having those users check spam again or searching through their mailbox if possible, as there are only successful deliveries in our mail logs.

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Ville-Pekka Seppä January 19, 2022

@Daniel Eads Sorry to bother you with this and thanks for checking. The problem was indeed in the new MS Office online quarantine system that had collected loads of completely legitimate emails and had not given me any notification about that.

Divyanshu Srivastava February 8, 2022

Can you do the same for my email as well? 

Thanks in Advance, @Daniel Eads 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 17, 2022

Hi @Divyanshu Srivastava Sorry for the delay, but I see that you created a support case over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-732414 to address this.  I did not find any current bounced records in our system.

Leonard Ehrenfried March 16, 2022

@Andy Heinzer 

 

Could you please also check my email?

 

Weirdly, I get password reminder emails but no matter what i set in my personal prefences I won't get any email notifications for Jira ticket changes.

Jim Van Vorst March 17, 2022

Can you check my email also?  Thanks!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 21, 2022

@Leonard Ehrenfried I found there was a bounced message to your address, and I removed it from our suppression list just now

 

@Jim Van Vorst I did not find any bounced messages to your address.  It's possible it has already been removed from our list, could you try again?

Jim Van Vorst March 21, 2022

Still not getting any email.  Does Jira cloud have a "test email with logging" function?

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Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 21, 2022

Jira Cloud does have a Send email option available to site-admins, [yoursitename].atlassian.net/jira/settings/system/send-email for example.

However this is only available to sites on a paid license plan.  In addition to this limitation, free plans are also limited to 100 email notifications per day, as we have noted in What is the Free Jira Cloud plan? So it could also be that your site has already reached that limit for today in which case, you won't see any new notifications today.

You could start an evaluation of a standard or premium plan in order to test this further.

Jim Van Vorst March 21, 2022

We received no emails today, and haven't been receiving emails in quite a while.

Upgraded to standard eval, and no emails with that either using bulk email tool.

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Jim Van Vorst March 21, 2022

I added one of my gmail addresses as a test, and that worked, so it's not sending to our company addresses.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 22, 2022

Hi @Jim Van Vorst 

I found an old suppression for a pair of users on your domain that I have removed just now.  Try to test this again from your Jira Cloud site.  If you're still unable to receive such notifications from Jira, I recommend creating a support case so that we can investigate this further.

Leônidas Ferreira June 28, 2022

@Daniel Eads can you check if my email is on blocklist too? Jira emails notifications stop for me too.

Solved.

Leônidas Ferreira June 29, 2022

@Andy Heinzer can you check if my email is on blocklist too? Jira emails notifications stop for me too.

Solved.

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王謙文 Jason September 7, 2022

Hi @Daniel Eads 

I can receive account verification invitations, but cannot receive notifications (such as pull requests or comments). I have confirmed that this mailbox can receive emails normally. Could you please do the same for my email as well.

Problem solved!

Thank you in advance.

 

Tony Sims October 26, 2022

Hi,

I believe I am having the same issue. I set up to trigger an custom event on transition and I don't get any notifications.

Aleksandra Wróblewska March 15, 2023

Hi @Daniel Eads ,

it looks like we are having the same issue as many people above. Our whole inbox was inactive on Monday and all incoming mails where rejected with the note "recipient does not exist". Can you please check us and unblock? 

 

 

Thank you in advance!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 15, 2023

Hi @Aleksandra Wróblewska 

I found an entry for your address that had this info:

 

2023-03-13T12:14:53.000Z bounce 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 a7-20020a63d207000000b00502effd3bb9si6529575pgg.521 - gsmtp

It would appear that our service received a bounce message from your SMTP server.  I have removed the suppression from our side, you should begin to receive new notifications soon.

Andy

Paul Geller August 19, 2023

Hello - I seem to have the issue as well.  Can you help?  Thanks......

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 21, 2023

Hi @Paul Geller 

I do not see any bounced messages on our end.  It appears that your email address is receiving and opening the messages sent from our cloud services.  I would suggest checking your inbox and spam filter to see if something on your side might be hiding these from your view.  Otherwise you might want to reach out to you mail admin for additional help.

Andy

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Kevin Ng
I'm New Here
I'm New Here
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November 6, 2023

Hi,

I have also seemed to stop receiving my JIRA emails all of a sudden. Could someone please check if there is something being bounced or blocked?

 

Thanks,

Kevin

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 6, 2023

HI Kevin,

I found there was a bounced message when we tried to send you a notification.  Details of that bounce:

2023-11-01T17:55:43.000Z bounce 550 5.1.1 Requested action not taken: mailbox unavailable

I have cleared the suppression from our side.

Andy

Raman November 22, 2023

Hi @Andy Heinzer 

I have also seemed to stop receiving my JIRA emails all of a sudden. Could you please check if there is something being bounced or blocked?

I have a reminders app set up, the logs for the app show that the emails are being sent and rescheduled, but I don't seem to receive any, everything was fine till a couple of days back.

 

Thanks,

Raman

Raman November 27, 2023

Dear @Andy Heinzer ,

Requesting your attention.

Thanks

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 28, 2023

Hi Raman,

I found there was a suppression on this account.  I have removed it, the bounce that caused this was:

2023-11-07 14:49:02.503 550-5.1.1 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 c67-20020a633546000000b005895c80c902si2112618pga.438 - gsmtp
Raman November 28, 2023

Dear @Andy Heinzer

 

Thanks for resolving the issue, highly appreciated.

Regards,

Raman

Raman December 11, 2023

Dear @Andy Heinzer ,

 

My emails seem to have been suppressed again.

Requesting your expert assistance.

Regards,

 

Raman

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 11, 2023

@Raman I found there was a bounced message sent to you. 

2023-12-10T00:03:10.000Z 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 q4-20020a63e944000000b005be03f0da68si3694592pgj.13 - gsmtp

I have cleard the suppression form our side again.  However I have some more info for you that I think you should share with your mail admin.

I took a deeper look at your DNS MX records for your domain.  I think I have spotted a configuration that might explain this behavior.  From a terminal I ran the command:

dig example.com MX

(where I replaced your domain with example.com) and I got back these results:

EXAMPLE.com. 3600 IN MX 10 alt4.aspmx.l.google.com.
EXAMPLE.com. 3600 IN MX 5 alt1.aspmx.l.google.com.
EXAMPLE.com. 3600 IN MX 5 alt2.aspmx.l.google.com.
EXAMPLE.com. 3600 IN MX 0 EXAMPLE-com.mail.protection.outlook.com.
EXAMPLE.com. 3600 IN MX 1 aspmx.l.google.com.
EXAMPLE.com. 3600 IN MX 10 alt3.aspmx.l.google.com.

These MX records operate by using the lowest numerical value to try to contact that server first.  If that server is too busy, or offline, then the next lowest server is contacted.  Being that we see these 550 SMTP error bounces appear to be from a google/gmail account, it seems like your anytime your outlook entry is too busy, then the gmail account is responding that there is no such user in their system.  As a result, it's throwing a bounce error and our system will not continue to try to send to that address, based on this info.  As a result, this error is going to keep happening in this kind of configuration (unless that outlook entry never goes down or gets too busy to respond).

I'd recommend reaching out to your mail admin to see if they can help here.   I'm not sure the best course of action, but either creating additional redundancies for the outlook entry or removing the gmail entries, or duplicating where that account has an inbox (say on the gmail instance in question), all might help to prevent this problem from continuing to happen, but only your mail admin would know what is best for your domain.

Raman December 11, 2023

Dear @Andy Heinzer ,

Thank you for your expert assistance, the block seems to be clear for now.

I will forward your comments to my mail admin and ask for their response.

Regards,

Raman

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Venkata Sravan Akkinapalli
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February 8, 2024

Hello @Andy Heinzer

I currently have the same issue as well. Although I have notifications turned on, I am unable to receive any emails. Would it be possible for you to kindly take a look and help me out with this?

Thanks and best regards,

Sravan

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 8, 2024

Hi @Venkata Sravan Akkinapalli There was a suppression on your account.  I have cleared it now.  I found there was a bounce message of

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [FR2DEU01FT013.eop-deu01.prod.protection.outlook.com 2024-01-31T13:45:56.333Z 08DC2168920BA1EB]

This specific error message indicates that outlook/office 365 is blocking the message.  We have a guide I would recommend that you follow in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community 

It has steps you can follow in order to prevent this happening again in the future.  I have also cleared other users on your domain in case they too were affected.  This guide might be useful to share with your mail admin.

 

Venkata Sravan Akkinapalli
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February 9, 2024

Hello @Andy Heinzer

Thanks a lot for your help! That worked. Can you also please clear the suppression for this domain and its users. I already followed your recommendation with M365.

Thanks a lot in advance!

Best regards,


Sravan

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 9, 2024

@Venkata Sravan Akkinapalli I did clear the domain of suppressions yesterday, but I also just cleared it once more again today in case there were additional bounces.

Sean Hopkins
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February 13, 2024

Hi there, I appear to be experiencing the same issue. Thanks!

Andy Heinzer
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Atlassian Team members are employees working across the company in a wide variety of roles.
February 13, 2024

Hi @Sean Hopkins 

I found there was a suppression on your account, I have removed this for both your account and any other users on your domain.

Andy

Sam Conran
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February 25, 2024

Hi @Andy Heinzer, same issue for me at the moment. Any chance you could take a look. Thanks!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 26, 2024

Hi @Sam Conran Yes, there was a suppression on your account.  I have cleared this on our side for your domain.

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Anushri Prabhhakar Rao
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March 18, 2024

Hi @Andy Heinzer ,

Our domain iotis.tech also has the same issues as all the users mentioned above. We are not receiving any emails even after the outgoing emails are enabled in JIRA settings. Could you please help us out

 

Thank you in advance

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Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 18, 2024

@Anushri Prabhhakar Rao I found a number of users on your domain that appear to have notifications to them suppressed.  I have cleared these for all users on your domain just now.   Many of the users that are suppressed have a SMTP bounce reply such as this one:

 

2024-03-12T08:07:14.000Z 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 b188-20020a6367c5000000b005dcc078681dsi6197740pgc.618 - gsmtp

This response indicates that the account doesn't exist or might have been suspended.  If this isn't the case, I would reach our to your mail provider to see if they can help explain why this would happen.

 

Anushri Prabhhakar Rao
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March 19, 2024

@Andy Heinzer Thank you very much for the quick response and for fixing the mail queue. We are receiving email notifications as usual now except for pull request notifications (I am looking for options if I as an admin can do something here, but if you have better suggestions please let me know). 
Regarding the SMTP message on the user account not existing is right as these employees do not work at our company anymore, their accounts have been deactivated.

Venkata Sravan Akkinapalli
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April 19, 2024

Hello @Andy Heinzer ,

It might be that some emails might have bounced with this email address and I am not receiving the notifications again. Can you please help me remove any suppressions if present?

Thanks a lot for your help in advance!

Best regards.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
April 19, 2024

@Venkata Sravan Akkinapalli There was a suppression on the account.  I found there was a bounce reply from your SMTP mail server:

 

2024-04-16T22:02:09.000Z 550 Requested action not taken: mailbox unavailable

I have cleared the suppression from our side, but I would recommend that you refer this response to your mail admin, as our services are expected to block further emails to invalid addresses when we get a reply like this one. 

2 votes
Jay Wilks November 22, 2021

Hi I think I have this issue as well. Can you looking into my email (Edited out by Atlassian Support) and can you also check the domain of (Edited out by Atlassian Support) thanks

Daniel Eads
Atlassian Team
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November 24, 2021

Hi @Jay Wilks , I see three successful deliveries to your email address recently out of three attempts in our mail logs. I would suggest checking the spam/junk folders in case the messages were place there - otherwise our records show that your mail server accepted delivery of the 3 sent emails.

I also did not find any current blocks on the domain you mentioned. The mail server at that domain did return a single 'delay' response earlier today, which was honored and the delayed email shows as delivered successfully.

Nagihan Aydınlık January 10, 2022

Hello, I have same problem. Could you please help me as well? Thanks in advance!

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 10, 2022

Hi @Nagihan Aydınlık , I've removed your email address from the suppression list. Notifications should start coming through. If you had any pending invitations, they will need to be resent by a Jira/Confluence Site Admin or a Bitbucket repository owner. Cheers!

Nagihan Aydınlık January 11, 2022

Thanks a lot Daniel, it worked! Cheers :)

Selahattin Özen January 17, 2022

@Daniel Eads hi,

I have the same problem. Can you please help me? Thanks

Daniel Eads
Atlassian Team
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January 19, 2022

Hi @Selahattin Özen , a block on your email address has been cleared out. If you have any pending invitations, they will need to be resent. Otherwise, email should start flowing. Cheers!

Caroline Bean-Hodges June 1, 2022

Hi @Daniel Eads , @Andy Heinzer ,

I believe I'm having the same issue - could you please help? 
Cheers!

Resolved.

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Xiaoxu Li June 27, 2022

@Daniel Eads Hi Daniel, could you please help have a look on my JIRA account? I have not received JIRA email notification since Mid of March.

 

Thanks a lot in advance.

Xiaoxu

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 17, 2022

Hi @Xiaoxu Li 

Sorry for the delay here, but I was unable to find any recent messages attempted to be sent to your address.  Is your email address the same as the one you use to login here to Community?  If your address is some other value, please let us know so that we can take a closer look.

Melanie Azakliogullari September 26, 2022

Hi  @Andy Heinzer , I´m not receiving email notifications, too. Maybe you can help me, too. Kind regards, Melanie

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 27, 2022

Hi @Melanie Azakliogullari I found there was a suppression for your address.  It was

554 5.7.1 [internal] recipient address was suppressed due to customer policy

I have removed this suppression from our side.  You should now be able to receive new notifications.

Christos Frantzis October 12, 2022

Hi  @Andy Heinzer , I was receiving notifications until a couple of weeks ago. Then I set up a rule on Outlook to save all emails from Jira on a separate folder and I haven't received a single email since then.

Could you have a look please?

Thanks.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 12, 2022

@Christos Frantzis Hi, I found there was a suppression on your account.  There were SMTP bounce messages of

554 5.7.1 [internal] recipient address was suppressed due to customer policy

I have removed this suppression.

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knyce November 1, 2022

@Andy Heinzer Hi Andy, I just noticed today that my email notifications stopped showing up. I still receive the notifications in Trello on the desktop, but no longer receive emails. My settings haven't changed. Can you help trouble-shoot? Thanks! 

Kimberly

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 3, 2022

@knyce I found there was an SMTP error of

452 Too many recipients received this hour

from your mail server.  Which appears to have delayed at least one message sent to your from our cloud services.  However it appears that this was delivered on a second attempt.

1 vote
Driss El Korchi September 11, 2023

Hello @Andy Heinzer , Can you please help my co-worker ([redacted]) solving this same issue ? He is receiving notifications via the notification belt on JIRA but no email notifications. It was working correctly for him since last Wednesday. @Daniel Eads 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 11, 2023

@Driss El Korchi I am not seeing any suppressions from our side.  That user is receiving notifications from what I can see.  If they are still not seeing these in their inbox, I'd recommend reaching out to your mail administrator as there have been several messages sent to that user recently.

Andy

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Driss El Korchi September 12, 2023

Thanks for your reply ! I'm going to reach out our mail administrator.

1 vote
Vytis Baniulis November 15, 2022

Hello @Daniel Eads

Can You please do the same with my email ? Seems like I have the same problem. 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.