New user not receiving confirmation email

[keyan kaderi]

I am adding a new user to a jira project and they have setup an account linked to their work outlook and I created an invite for them into the project, however, there is no email confirmation received and when the resend button is pressed it states that an error has occured.

[Andy Heinzer · Accepted solution]

Hi,

I found only a single email address on that domain in our suppression list.  I have removed it. The error messages was

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [CO1NAM04FT059.eop-NAM04.prod.protection.outlook.com]

2020-05-01T11:54:28+00:00

In cases of this specific error message, we have found that there are setting you can enable within Outlook to prevent this happening.  Please see https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 for more details.

Regards,

Andy

[John Funk]

Thanks for the assistance @Andy Heinzer !

[keyan kaderi]

Thanks for the answer Andy I'll have my email admin look into this.

[John Funk]

Hi Keyan - Welcome to the Atlassian Community!

I will see if someone from Atlassian can look to see if the email address has been blacklisted for some reason. Can you include your email domain here? 

Also, in the meantime, please have your IT department make sure that no email is coming into your email server from Atlassian for that email address and getting caught in spam filters or other checks. 

[keyan kaderi]

Hello John- thanks for the support!

the email in question is mdailey@vander-bend.com and all other users will be on the @Vander-bend.com domain. I already went ahead and scrubbed our internal blockers but I'll see if there may be somewhere else it is getting lost on our end.

Cheers,

KK