Not receiving email notifications

[Jim Oliver]

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

[Daniel Eads · Accepted solution]

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]

Thank you.   Everything is working once again!

[Fernando Suarez]

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]

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

[Fernando Suarez]

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]

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]

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!

[Becky Klein]

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

[Daniel Eads]

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]

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.

[Jerry Lim]

Hello @Daniel Eads

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

[Mario Tobar]

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

[Daniel Eads]

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

[Daniel Eads]

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

[Jeroen Overre]

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

Thanks in advance!

[Daniel Eads]

@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.

[Jeroen Overre]

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

[Vanessa Volonte]

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

[Daniel Eads]

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]

Hello @Daniel Eads

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

[Laura Rodbro]

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

[Daniel Eads]

@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]

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

[Vladimir Alferyev]

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

[Denisse Malcun]

Same here. Please help.

[Daniel Eads]

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]

@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]

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!

[knyce]

@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]

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

[Daniel Eads]

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!

[Bob H.]

@Daniel Eads 

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

[Daniel Eads]

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]

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

[Daniel Eads]

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

[Sirajudheen k]

It's worked now, thanks a lot.

[Sirajudheen k]

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]

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

[STOCLIN Vincent]

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]

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]

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]

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]

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]

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]

@Daniel Eads , It works fine now. Thanks!

[Becky Klein]

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]

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

[Daniel Eads]

@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]

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

Tks.

[Daniel Eads]

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]

Hi @Daniel Eads ,

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

[Daniel Eads]

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!

[Milan Zádrapa]

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. 

[Becky Williams]

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]

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

[Daniel Eads]

@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 

[Daniel Eads]

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

[Daniel Eads]

@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.

[김영광]

@Daniel Eads 

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

[Becky Williams]

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

[Daniel Eads]

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

[김영광]

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]

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

[Mathias Nietlispach]

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

[Daniel Eads]

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]

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]

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

[Andrea Marcovecchio]

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

[Daniel Eads]

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]

@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

[Leyla Gozalova]

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]

@Leyla Gozalova 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.

[Ville-Pekka Seppä]

@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]

Can you do the same for my email as well? 

Thanks in Advance, @Daniel Eads 

[Andy Heinzer]

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]

@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]

Can you check my email also?  Thanks!

[Andy Heinzer]

@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]

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

[Andy Heinzer]

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]

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.

[Jim Van Vorst]

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

[Andy Heinzer]

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]

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

Solved.

[Leônidas Ferreira]

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

Solved.

[王謙文 Jason]

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]

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]

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]

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

[Jay Wilks]

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]

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]

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

[Daniel Eads]

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]

Thanks a lot Daniel, it worked! Cheers :)

[Selahattin Özen]

@Daniel Eads hi,

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

[Daniel Eads]

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]

Hi @Daniel Eads , @Andy Heinzer ,

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

Resolved.

[Xiaoxu Li]

@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]

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]

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

[Andy Heinzer]

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]

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]

@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.

[knyce]

@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]

@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.

[Vytis Baniulis]

Hello @Daniel Eads

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

[Andy Heinzer]

Hi @Vytis Baniulis I found your email address was being suppressed by our outgoing mail provider.  I have removed this suppression. You should start to see new notifications.

Andy

[Vytis Baniulis]

Many thanks !

[Erikas Kersnauskas]

@Daniel Eads @Andy Heinzer 

Hello,

I have same problem, I don't get a notifications in email.Can you check why?

[Andy Heinzer]

Hi @Erikas Kersnauskas 
I don't see any suppression from our side for your email account used here in Community.  But also I it seems the system hasn't attempted to send you anything in 2 weeks.  The logs I can see only show 3 delivered emails in the past month:

2023-05-05T08:13:41.000Z	55c50e24-0cbd-457b-b35d-eaf1fbf52251	jira@s********d.atlassian.net	e***********@s*****a.com	delivery
2023-05-04T14:31:46.000Z	f9d88d6f-15ce-4771-92e6-5c75b2eb2218	jira@s********d.atlassian.net	e***********@s*****a.com	delivery
2023-05-04T13:54:24.000Z	dafad30e-3020-4bb1-bea1-603107431f6c	noreply+***@am.atlassian.com	e***********@s*****a.com	delivery

You might want to reach out to one of your email admins if you don't see these past emails in your inbox.  As far as we can see your mail server marked these as delivered, but it's possible these could be held in a mail server quaratine/spam without our knowledge.

[Sara Mandić]

Hi @Daniel Eads 

I am encountering the same issue of not being able to receive email notifications, and some of my team members also. Could you please help me out here?

Thank you for your support.

[Andy Heinzer]

I found and removed the suppressions for your email address and all of those on your domain.  You should be able to receive new notifications now.

Cheers,

Andy

[Sara Mandić]

Hi @Andy Heinzer 

I am receiving emails from Jira now, but some of my team members still have this problem. Could you please check our domain again?

Thanks. 

[Andy Heinzer]

Hi @Sara Mandić 

I found only one other user on your domain that had a recent bounce message.  I have unsuppressed this from our side.  Please let me know if you have any other specific users that cannot receive notifications from our services.

[Vivek]

Hello @Daniel Eads

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

[Andy Heinzer]

Hi Vivek,

I found there was a bounced message to your address of

50: 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

2022-08-24T10:18:51+00:00

I have removed the suppression from our side.  You should be able to receive messages again to that address provided your mail provider allows it.

Regards,

Andy

[Vivek]

Thank You @Andy Heinzer .

[Yee Ming Chew]

Hi , 

For Jira Service Desk, the customers are not getting email notification once Request created via email request. The Request created is enabled. The same issue with other notifications. The outgoing mail is enabled. Anyone knows what's the issue and how to resolve it?

Thanks

Yee Ming

[Andy Heinzer]

In this case, we created a support ticket to investigate this further, see also https://community.atlassian.com/t5/Jira-Service-Management/Customer-not-receiving-email-notification/qaq-p/2090912#U2091024

[Sara Mandić]

Thank you, @Andy Heinzer . Works now!

[Miles Kwon]

Currently I have same issue that email notification not sent to me.

[redacted]

Could you help me to solve the issue please?

[Andy Heinzer]

Hi Miles,

I only see a single message sent your address recently. The timestamp on the delivery was 2022-06-30T06:51:36.000Z

There are no entries for that email address.  Is it possible you are using a different email address? 

You might want to reach out to a Jira Admin to see if they can use the Notification Helper to better understand if your account is expected to be receiving such notifications from Jira.

Andy

[Jason Trendel]

@Daniel Eads I was directed to this thread by CostX support because users from my organization are not being sent emails by Jira.  If you could please assist that would be amazing.  Thanks!

[Andy Heinzer]

Hi Jason,

I found 3 addresses on your domain that had suppressions. 

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [CO1NAM03FT025.eop-NAM03.prod.protection.outlook.com]

I have removed these suppressions from our side. 

[Andy Heinzer]

@Jason Trendel I would also recommend walking through https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108

Daniel has written a helpful article that pertains exactly to your mail server.  Following those steps will help prevent this problem from happening again in the future.

[jreynolds]

@Andy Heinzer  Can you check for one of our employees email on the suppression list? [redacted]

She has not received notifications in a very long time. I have looked at all of the possible email issues (quarantines, junk mail settings, rules, etc) I can't see anything in Jira settings turned off either. 

[Andy Heinzer]

@jreynolds Hi, I found there was a suppression on that account, I have removed it.  They should be able to receive notifications now.

[Sébastien Raickman]

Hi, I also have trouble receiving emails.  I have checked the whole suggestion list and everything is ok.  Could you please check this issue?  Many thanks.

[Sébastien Raickman]

This has been solved, thanks.

[Rami El-Chafei]

Hi @Daniel Eads - First time posting on Atlassian Community  :). Great to be here.

We are having the same issue.  It's been over a month, and we're not getting any emails.  We currently rely on Alerts, but it is hard to continue that way. I would greatly appreciate it if you let me know what to do to resolve the issue of not receiving any email notifications.  Thank you so much for your attention to this matter. Rami

[Daniel Eads]

Hi @Rami El-Chafei ,

I have cleared suppression errors from 5 emails from your domain. Notifications to these addresses should start coming through.

Cheers,
Daniel | Atlassian Support

[Rami El-Chafei]

@Daniel Eads - Thank you.  We are now getting Email Notifications.  

[consultoria_vite]

@Daniel Eads hi, I have the same problem. Can you please help me? Thanks

[Andy Heinzer]

@consultoria_vite I have removed several addresses on your domain from the suppression list.  New notifications should start to appear.

Andy

[consultoria_vite]

@Andy Heinzer thanks, all fixed

[Rami El-Chafei]

Hello @Daniel Eads  - Can you please help us again? We're no longer getting Jira emails. I'd greatly appreciate it.  Thank you

[Andy Heinzer]

@Rami El-Chafei I am not finding any bounced messages from our Cloud services to any users on your domain recently.  It might help to reach out to your mail administrator to see if these are being filtered either by your inbox or by the mail admin spam filtering settings.

At least from our side, we're not seeing specific bounce messages from the receiving SMTP server.

[김영광]

@Daniel Eads 

I'm having the same problem. Please help me 🙇🏻

[Andy Heinzer]

@김영광 I was not able to locate your email address on any suppression list at this time.  I would recommend checking your spam folder. If you still cannot locate these, you might want to reach out to your mail administrator. 

Additionally, you could create support ticket with our support team over at https://support.atlassian.com/contact and choose Technical issues and bugs.  Since you are the site-admin of a paid cloud site, you can create this kind of support request for a more detailed investigation here.

[Carla Castro]

I am also having issues and did not receive emails notifications in a while. Can you check please?

[Daniel Eads]

Hi @Carla Castro , I show successful deliveries from our mail service to the email address you signed in with. Looks like we have a support case and the Trello engineer there mentioned the same thing along with some additional details that should help you troubleshoot the notifications being sent.

[준곰]

Hello @Daniel Eads 

My email address seems to be having the same issue.
please can you help?

- I have checked jira personal email options and my google email spam folder and options.

[Daniel Eads]

Hi @준곰 ,

I've cleared out an error for your address. Notifications should start flowing again!

Cheers,
Daniel | Atlassian Support

[준곰]

Thanks for your help.

[Adrian Wojtaszek]

I have the same problem. I don't receive e-mails

[Andy Heinzer]

@Adrian Wojtaszek I found a suppression of your email address in our system, and I have just now removed it.  You should now receive notifications from our Cloud services again.

Cheers,

Andy

[Erikas Kersnauskas]

@Andy Heinzer 

Hello,

I have the same problem. I don't receive e-mails.

[Sophie Power]

Hi there, Im also having the same issue. I was receiving notifications fine until a few days ago. Could someone help with the issue? Im not an admin so unable to raise a support ticket unfortunately. 

[Andy Heinzer]

Hi @Sophie Power 

I have removed the suppression to your address.  I found there was a bounce response of

2023-04-22 11:54:11.326

550 5.1.1 Requested action not taken: mailbox unavailable

After that first bounce, all subsequent attempts were being suppressed.

[Calvin Wong]

i am encountering the same issue. i havent received a jira email notification since oct 26, 2022. confluence emails are fine. i've checked my spam box and theres nothing. i dont have anything filter as far as i can tell. please check if the emails are being delivered. thanks.

[Andy Heinzer]

Hi Calvin,

I found your address was being suppressed by our system. I have removed the suppression.  You should be able to receive new notifications now.

Regards,

Andy

[Calvin Wong]

@Andy Heinzer thank you. just started receiving emails. 

[Darius]

Hi @Daniel Eads 

I am also encountering the same issue of not being able to receive email notifications. Can you please help me out here?

[Andy Heinzer]

Hi @Darius I found there was a suppression on your account.  I have removed this.  You should start to see notifications from our Cloud services.

Andy