email notifications

[KITSCH AND BOLD]

Hello everyone, I haven't been receiving any email notifications when changes are made on a project and communicate with my co workers on time. 

I have tried changing the settings on my account but nothing worked.

Is there an email suppression issue. How can I resolve this?

[Andy Heinzer · Accepted solution]

Hi,

I understand that you are not receiving email notifications form our Cloud services. 

Could you clarify which email address is being used here?  While we do have a suppression system, I wasn't able to locate any bounced or delayed messages to your email address that you used to login to Community here (gmail).  If there is another user account that uses a different email address please let me know that address specifically, and I can investigate this further.

Thanks

Andy

[KITSCH AND BOLD]

Hello Andy, the account that hasn't been working is connected to this email: [redacted]. I haven't created this one as I was invited as a collaborator to this group.

The other one seems to work fine.

[Andy Heinzer]

Thanks for that info.  I found that there was a suppression on that email account. I have removed this from our side.  Any new notifications should now be delivered to your mail server.

[KITSCH AND BOLD]

Whooohooo!!! I just got my first notification after 2 months. That's great!!

Can you tell me how this happened so that I can avoid it in the future?

[Andy Heinzer]

Our logging in this area doesn't go back far enough for me to determine the original error.  However typically what happens is that one of the notifications sent from our system was bounced by your SMTP mail host.  When our system receives a bounce response from a destination mail server, that address commonly gets added to a suppression list to avoid our services from continuing to try to send mail to what the destination has responded as either an invalid address, full mailbox, or sometimes even invalid sender.

If this happens again, please let us know.  We can typically locate this bounce message if it happened within 30 days.  The bounce error from the SMTP server will be very helpful to see so we can diagnose this further.

[Masayo Ozawa]

Hi Andy, I am experiencing the same issue. The email address that hasn't been connected is: [redacted]. Thank you.

[Andy Heinzer]

Hi @Masayo Ozawa 

I checked our logging here.  From what I can see, in the last 30 days our Cloud services have sent 116 messages to your account.  All of these are marked as delivered according to our logging.  We are not seeing any SMTP bounce or delay messages that might account for this behavior.

I would recommend that you reach out to your mail administrator here.  I suspect that your mail admin might be blocking these messages from reaching your inbox. Perhaps these messages are being blocked as part of a spam/quaratine filtering.  Below is one of the most recent examples we have to show the message was accepted by the destination mail server.  Perhaps this can help your mail admin to track down that message.

2023-06-07T12:04:01.000Z

866b8a55-2b02-4f24-94c6-e2b6eb74134d

jira@in**********.atlassian.net

m*****@i********.com

delivery

sparkpost

[Keenan Recycling Ltd]

We are having the same issue with our account not receiving email notifications.  Could someone check the email suppression for [redacted] please.  Thank you!

[Andy Heinzer]

@Keenan Recycling Ltd I have removed your address from a suppression list.  You should now be able to receive notifications from us once more.

Regards,

Andy

[Jon]

Hi Andy, my team is having the same problem; We do not receive notifications when we are mentioned in tasks. Could you see if we are on that suppression list? Thank you so much!

[Andy Heinzer]

Hi @Jon 

I did not find any suppressions to any accounts on your domain at the present.  If users are still unable to received notification from our services, I would reach out to your mail admin for additional help.

[Tamara]

Hello, since two days ago, we have the same problem with a user of our team, he has stopped receiving email notifications of changes in the issues where he is working and we have not made any changes.

I leave you the affected email. [redacted]

Regards

[Andy Heinzer]

Hi @Tamara 

I took a look at your account and other users on your domain.  However I am not finding any suppressions from our side.  I can see that your account has been sent dozens of messages in the past two days.  I suspect that your mail server might be filtering the content coming from our mail server.

Timestamp Atlassian Mail Transaction ID 
2023-09-26T16:25:18.000Z 519d96ec-888c-4bbe-9f69-76f70c7fb7f3
2023-09-26T16:12:25.000Z b584ec8e-1b2e-43e5-bf8d-129ffadc0871
2023-09-26T16:12:05.000Z d2ee1214-e839-4408-b64b-ee815d94bdd8 

Above are 3 of the most recent messages by timestamp and message id sent to your account.  Perhaps your mail admin can look up these messages within the mail system by these id and timestamps, in order to correct the problem here.

Andy

[Tamara]

Thanks!

[Indira Tileulieva]

Hi Andy, I have the same issue not receiving email notifications for any changes in my project, would it be possible to check the suppression list?.. Many thanks in advance!

[Andy Heinzer]

@Indira Tileulieva I found there was a suppression on your account.  I have removed it just now.  You should be able to receive notifications from our Cloud services now.

[kumiko antinarelli]

Hello Andy, I'm having the same problem. I do not receive notifications when someone updated in tasks. Could you kindly help me to resolve this problem? Thank you in advance!

[Andy Heinzer]

@kumiko antinarelli I do not see any suppressions of your account from my side.  But I also don't see you as a member of any Atlassian Cloud product nor on Trello.  Could you be using a Server or Data Center edition of one of our products?  If so, it might explains why I can't see any messages sent to your account. 

I'd recommend reaching out to your admin, as they would be better able to help troubleshoot here.  From what I can see our Cloud systems have not attempted to sent you any product notifications recently.

[kumiko antinarelli]

@Andy Heinzer Thank you! I will contact our admin.

[Adam Hirani]

Hi @Andy Heinzer , I am having the same issue. Not receiving email notifications for any updates. Would you be able to help me out?

[Andy Heinzer]

@Adam Hirani From what I can see, mail is being delivered to your address.  I would recommend checking your spam folder, as sometimes these can be mis-routed.

If they are not located there, I would recommend contacting your mail admin, as it's possible your email service is receiving these, but could be quarantining them to keep them out of your inbox, such as by a false positive by a spam detection.

[Nina Grbic]

Hi @Andy Heinzer nice to e-meet you!

I'm currently not getting email notifications for updates/comments regarding Jira tasks. I've verified that my settings are accurate, and my colleagues are not experiencing the same problem. It appears that my email might have been included in the suppression list. Could you kindly verify and re-enable it?

Thank you for the help!

[Andy Heinzer]

@Nina Grbic I found there was a suppression on your account, and it seems like others on your domain.  I have cleared this for all users of your domain our side just now.   I did not find a clear SMTP bounce message for your account, but other accounts on your domain have had a recent bounce message of

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 d17-20020a17090ab31100b0028cb18e31d5si10624078pjr.160 - gsmtp

That message had a timestamp of 2024-01-24 07:33:41.917

[Jenny Finneran]

@Andy Heinzer - we are experiencing the same issue. We're not getting email notifications for updates/comments regarding Jira issues. I've verified that my settings are accurate, and my colleagues are having the same issues. I have reviewed their settings as well. It appears that we may have been included in the suppression list. Could you kindly verify and re-enable it?

I would appreciate any help you can give. We went the trusted sender route in Outlook as well, and still the problem persists.

[Andy Heinzer]

Hi @Jenny Finneran I am not seeing any recent bounce messages to any users on your domain.  Perhaps this has already been cleared recently by someone else in Atlassian support.  But if this is still not working, I would recommend reaching out to your site admin to reach out to our support in https://support.atlassian.com/contact

[John Funk]

Hi @KITSCH AND BOLD  - Welcome to the Atlassian Community!

Are you receiving any emails from Atlassian at all? Or just not from that project? 

If not at all, then we will need to have someone from Atlassian look at your email address to see it if has been blocked for some reason. 

[KITSCH AND BOLD]

No, I haven't been receiving at all. Although everything was OK for the last year. I stopped receiving notifications about two months ago and have to manually go through the issues.

[John Funk]

Okay, will see if someone from Atlassian can come visit here. 

[KITSCH AND BOLD]

Ok thanks

[Tom Kozlak]

email notificatiobs not working correctly

[redacted]

[Andy Heinzer]

Hi @Tom Kozlak 

I did not find any suppressions for either account from my side.  But I see that you have a support ticket in regards to notifications over in https://getsupport.atlassian.com/servicedesk/customer/portal/58/TRELLO-158616

I recommend following up there if you still are not seeing notifications as some product specific help might be better in your case.

[Autoinstar Reservas]

Buenas tardes,

No estamos recibiendo notificación al correo por modificaciones en proyectos.

Agradeceríamos ver cual es el inconveniente.

El correo es: reservas@autoinstar.com.ar

Desde ya muchas gracias

Fernando

[Andy Heinzer]

Hi, I found there was a suppression for your email address.  I have clear this for your account and any other user accounts that share your domain.

Cheers,

Andy

[Jasmine Hudson]

Hello, I am having the same issue as well. No email notifications and no notifications in the Jira platform either. Any help would be greatly appreciated.

Thanks!

@Andy Heinzer 

[Andy Heinzer]

@Jasmine Hudson I am not seeing any messages attempting to be sent to your address in the last 30 days from our Cloud sites.  There are no suppressions from our side currently.  I would recommend that you reach out to your site-admin to see if there might be some other configuration aspect here that they could help with.

[Charmane Goode]

Hi Andy,

Could possibly check one of my vendors. He recently stopped getting email notifications. His email is [redacted]

[Charmane Goode]

@Andy Heinzer would you be able to take a look at this for me?

[Andy Heinzer]

@Charmane Goode I looked into that account, but it appears to be receiving messages our system are sending.  I would recommend that they reach out to their mail admin if they are still not seeing messages from our services.

[warehouse UK]

Hello,

It seems like there has been some change into our Jira and we keep receiving notifications for everything... is there a way to stop that and only receive it when we are mentionned?

Many thanks :)

[bernice wang]

Hi @Andy Heinzer

Can you also check my email? I also can't receive the notification. When I tried to change my email account, but it needs to verify through the older email account which I can't receive. Anyway, this problem troubles me. That's my email address btw.

[Andy Heinzer]

Hi @bernice wang 

I don't see any emails sent to your account that posted here to Community.  But I am unclear as to what is your old email address in question.  It's possible that old email address might be on a suppression list.  If you can share with us that email address I can try to lookup that account as well.

If you do not wish to share that address here within Community, then I recommend opening a support case over in https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account

[bernice wang]

ok

[Andy Heinzer]

Right, but what is the other account's email address?

[bernice wang]

The another email account works well. Now, only this email can't receive emails.

[Andy Heinzer]

My logs don't show any attempts to try to send any messages to your email address in the last 30 days.  Also that account is not yet a member of any Cloud site that would be able to send it mail. 

So I'm unclear as to what is expected here.  If you're trying to change the account's email address, you won't be able to since the account I know about is a managed account.  Only an organization admin would be able to make changes to your managed account following steps in Make changes to a managed user account.

[Igor Medeiros - Modus Create]

Hi @KITSCH AND BOLD 

I believe that our app Notification Assistant for Jira might be able to assist you in this case.

It offers fully customizable templates, notifications rules, and you can set the recipient of the notifications as you wish (including external email addresses).

Feel free to reach out!

[Andy Heinzer]

Hi @Igor Medeiros - Modus Create 

Please review our Atlassian Community online guidelines | Marketplace + Solution Partners | App Central.  This kind of response is not really appropriate within our guidelines, please see the sections on Promotions and Necroposting. 

Thanks

[Fabio Chiavazzo]

Hi @Andy Heinzer , I am having the same issue. Not receiving email notifications for any updates. Would you be able to help me out?

Thanks

[Andy Heinzer]

@Fabio Chiavazzo I do not find any bounced messages on our side for your email address.  However I am also not seeing that your account is a member of any Atlassian Cloud site at the present time.   Which might explain why you do not receive notifications.  I would recommend reaching out to your site-admin to confirm that you have access to the expected site(s).

[Adam Hirani]

Hi Andy, I am having the same issue.

[romainjm]

Hello ! I have the same issue. Cannot receive the email notification when someone of my team is update my tickets. Can you help ? or let me know how to check if i'm on the suppression list somehow please ?

[Andy Heinzer]

@romainjm 

I found your address was being suppressed.  It seems that at least one message bounced to your address:

2023-08-30T09:52:18.000Z

550 5.1.1 <[redacted]@[redacted]>: Recipient address rejected: User unknown

I have cleared this suppression from our side.  You should be able to receive notifications again.

Andy

[shahar.sabag]

Hi, I have the same issue

[Andy Heinzer]

Hi, I found there was a suppression for your email, I have removed it.  You should be able to receive notifications again from our Cloud services.

Andy

[SW StutIT Support]

Hi,

I have the same issue with one of the users in our Jira (https://sensysgatso.atlassian.net/)

my notification settings and her notification settings are the same.

when I got a comment on my issue, the email notification appeared in my Spam folder, but at least it appeared.

for her - there was nothing in Spam or anywhere in Inbox.

another interesting thing - under the notification bell in Jira, she does see notifications when she clicks it, but there are no indication about new notifications (red circle with a number of new notifications)

I don't know what else to troubleshoot. can you please help me out?

thanks!

[Andy Heinzer]

Hi,

It appears that you created a support case for this over in https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-206142 and it appears this has been resolved. 

[SW StutIT Support]

indeed!

all good now. thank you for your reply nonetheless! 

[Karen Guerrero]

Hi I'm not sure if this is related,I have not been receiving emails for the issues that I create and watch. I receive updates when others add me as a watcher to their issues but not for mine

[Andy Heinzer]

@Karen Guerrero Looking at this account, I don't see you as a member of any Jira Cloud sites.  Is it possible that you're using a different email address?  Or perhaps the Jira site you are a member of is a Jira Server or Jira Data Center edition? 

All Jira Cloud sites will have either an atlassian.net domain or some legacy sites might have a jira.com domain.  If it's nether of these domains, then there is a strong likelihood that this is an on premise version of Jira that our support team won't have insight into the logs of that site. 

[Jeoffrey Balaga]

Hi @Andy Heinzer

Can you also check my email [redacted]? Could be included in the suppressed email list. That's my email address btw.

[Andy Heinzer]

Hi @Jeoffrey Balaga 

I found your address was being suppressed.  I have removed this from the list.  You should receive notification now.  If not, please let me know, and I can take a close look at the rejection message to help us determine why.

[Elisa Miller]

Hi there! My team and I are experiencing this same issue. Any insight would be greatly appreciated! Thanks! 

[Andy Heinzer]

Hi @Elisa Miller 

I do not see any bounces for your email address, nor for any users on your domain.  Could you let me know which product (Jira, Trello, Confluence, Bitbucket, Statuspage, etc) you are using that you are expecting to receive notifications from?

It might also help if you could let me know the specific email addresses in question here.

Thanks

Andy

[Elisa Miller]

Hi! We are using Trello. I did just get an email notification when a card was past due, but no email notification for when it was actually due. The other email address having this issue is lindsey@bluerobotics.com. 

Thanks for your fast response! 

[Andy Heinzer]

@Elisa Miller From what I can see, there was mail delivered to your address from trello today.  But I don't have any other recent records for your account, nor do I see any for the other email address.  Speaking with one of my support colleagues, Trello only maintains these email log records for 10 days.  Perhaps the original message was older than that time.

There is also a guide in https://support.atlassian.com/trello/docs/not-receiving-confirmation-emails-or-password-reset-emails/ that might help here.

If that doesn't help here, you might want to reach out to the Trello support team directly over at https://trello.com/contact perhaps they can take a closer look at your account.