Added User But not receiving email notification

Ken Burke
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September 18, 2023

What do I do if one of my new users needs to receive an email notification after I add them?  It is a valid email address. Could it be a suppression list on the domain?  If so, how do I clear it?

2 answers

0 votes
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 19, 2023

Hi Ken,

I did not find any users on your email domain that have had any messages suppressed in the last 7 days.  It is possible as that sometimes happens.  If it does, then someone from Atlassian Support would have to clear that suppression list entry.

In this case, either the suppression has already been lifted, or perhaps the message was being filtered by the host email server or the client in some way (false positive spam detection maybe).  If you still have users that are not receiving expected email notifications from our cloud services, please let me know which users are missing these, and I can investigate further.

Andy

Nuttapong Ngamjinaporn
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October 8, 2024

Hi Andy,

 I faced the same issue. I added new user but he did not receive email notification.

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

Hi @Nuttapong Ngamjinaporn 

Could you let me know either the email address or Atlassian Account Id of the user in question?  With that information we should be able to take a closer look at what happened to that specific invite.  If you do not wish to share that info here, I'd recommend creating a support case over in https://support.atlassian.com/contact

Nuttapong Ngamjinaporn
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October 8, 2024

Thank you. I have opened the ticket.

0 votes
Trudy Claspill
Community Leader
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September 18, 2023

Hello @Ken Burke 

Welcome to the Atlassian community.

I have added a tag to your Question to bring it to the attention of the Atlassian Team so they can check the email blacklist. They should be reaching out to you within 24 hours.

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