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Customer does not receive his mail for resetting password


when a customer reset his password via the customer portal, he does not receive the mail with the resetting link.


Could you please help us with an solution.


Best regards

Olli Lutz

2 answers

2 votes

I assume that you verified the email address/spam boxes? Is everyone else getting notifications from Jira? Also verify email cue in system setting to make sure the email was not stuck in que.

Hey Olli, I see that you added a label jira-cloud so this could be a problem in our environment. To see if that is the case, would you mind opening a ticket in our ? This should help.


Hi William,

We are using the free version of Jira Service Management so we are unable to create a support ticket. Customer is not receiving invitation to Project and also upon trying to sign in with Microsoft verification e mail is not being sent out. Upon trying to create a new account with Atlassian an account already exists but cannot sign in password is incorrect and reset password link is also never received by customer.

How do we delete this customer in order for them to be invited again or at least create an Atlassian Account so they can be part of the project. If we send this customer an invitation to join as a user then the e mail invitation is received.

thank you

Dimitri G

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