Stopped receiving notification emails

[syam_akasapu]

Hi Team,

My collogues stopped receiving email notifications from JIRA. Could some one please look into it. Below are the accounts. When they see there accounts are still active

jiteeng.lau@parkwaypantai.com

angie.lian@parkwaypantai.com

[Trudy Claspill · Accepted solution]

Hello @syam_akasapu 

Welcome to the community.

Are you working with a Jira Cloud instance? If the URL for it is https://<something>.atlassian.net , then it is a Jira Cloud instance.

Are you a Jira Administrator for the system? If not, start by contacting a Jira Administrator and have the Administrator confirm that the system is properly configured such that it should be trying to send notifications to these users. The Jira Administrator can do that using the Notification helper.

https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

Next the users need to check their Personal Settings to ensure that they have not disabled all the options for receiving emails.

If neither of those items is the cause, and this is for a Jira Cloud system, then the Jira Administrator needs to open a support case directly with Atlassian Support to find out if the users' emails have been blacklisted.

https://support.atlassian.com/contact/#/

[syam_akasapu]

Hi @Trudy Claspill ,

Thank you for the answer, We are working with the Jira Cloud instance and I'm not the Jira Administrator.

 And these users are not first time using JIRA and they are receiving notifications since 2020 and recently from 23rd Feb 2023 suddenly they stopped receiving notifications. I believe there may be a suppression on there email address. Who can help me to check on it?

Thanks,

Surekha.

[Trudy Claspill]

The Jira Administrator for you instance needs to open a support case directly with Atlassian Support to find out if the users' emails have been blacklisted.

https://support.atlassian.com/contact/#/

[syam_akasapu]

Hi @Trudy Claspill ,

We have raised request with Atlassian Support. Hope we hear from them shortly. Thank you for guiding me

Thanks!