Not receiving email notifications from Jira

[Ireen Heemels]

Dear Sir/Madam,

I am not receiving email notifications from JIRA, while my settings are set correctly.

 Can anyone help me further?

Kind regards,

Ireen

[Andy Heinzer · Accepted solution]

Hi @Ireen Heemels 

I found there was a suppression on your account. It appears we attempted to send a message to your address, but your mail server responded with an error of:

2023-12-19T11:06:14.000Z

550 5.0.1 Recipient rejected

I have cleared the suppression from our side.  But you might want to share this particular date/time, error message, and your address with your mail administrator.  As I don't know why your mail server would have responded that way.

[Ireen Heemels]

@Andy Heinzer @Nikola Perisic 

Hi,

Wow great, I'm getting emails again. I'm happy with this. Thank you very much.

[Nikola Perisic]

Great to hear @Ireen Heemels ,

If you liked my suggestions, please mark this answer as accepted. Thanks!

BR,

Nikola

[Nikola Perisic]

@Ireen Heemels ,

And if you can one of my answers, any answer would be fine :)

Cheers!

[Anusha Rutnam]

Just a note here to let everyone know that if a user is not receiving their invite link because their email is on our suppression list, clicking the Resend invite link will unsuppress their email without you needing to contact Support.

Please note you will only see the Resend invite link if the user is unverified (i.e. if they have never logged in before). If you don't see the link, you will need to contact our Support team to have the email unsuppressed.

Note: For existing users, there is one more self-serve tool for unsuppressing the blocked emails of users who are not receiving notifications from either a Jira Software or Jira Work Management project. You can read more on that here.

For more information on this topic in this article: Jira Cloud email notification suppression list and why users don't receive email notification

[Anusha Rutnam]

Just a note here to let everyone know that if a user is not receiving their invite link because their email is on our suppression list, clicking the Resend invite link will unsuppress their email without you needing to contact Support.

Please note you will only see the Resend invite link if the user is unverified (i.e. if they have never logged in before). If you don't see the link, you will need to contact our Support team to have the email unsuppressed.

Note: For existing users, there is one more self-serve tool for unsuppressing the blocked emails of users who are not receiving notifications from either a Jira Software or Jira Work Management project. You can read more on that here.

For more information on this topic in this article: Jira Cloud email notification suppression list and why users don't receive email notification

[Pieter Dijkstra]

Hi @Nikola Perisic and @Andy Heinzer ,

I am having exactly the same issue as Ireen had. Could you fix this for me as well?

If you need additional information from my side, please let me know.

Hope to hear from you,

Kind regards,

Pieter Dijkstra

[Andy Heinzer]

@Pieter Dijkstra I found there was a suppression for your email address.  I have cleared this from our side just now.

[Pieter Dijkstra]

Thanks so much!

[Ireen Heemels]

Hello @Nikola Perisic 

I have the free version of Jira so unfortunately I can't submit a ticket. Is there any way you can help me further with this problem?

[Nikola Perisic]

Hi @Ireen Heemels ,

Just couple of questions:

• You do not get any type of email notifications (example you are the assignee of the issue)?
• Have you checked your email for spam or junk since Outlook may filter them as spam?
• Cleared your cache and tried in the incognito mode?
• Checked Notification helper located in Settings -> Admin Helper -> Notification helper - this will give more insight if the specific user for the specific issue is receiving the notifications (Make this one a priority to check)

[Ireen Heemels]

Hello @Nikola Perisic 

• You do not get any type of email notifications (example you are the assignee of the issue)?
  No
• Have you checked your email for spam or junk since Outlook may filter them as spam?
  Yes
• Cleared your cache and tried in the incognito mode?
  Yes
• Checked Notification helper located in Settings -> Admin Helper -> Notification helper - this will give more insight if the specific user for the specific issue is receiving the notifications (Make this one a priority to check)
  Yes
  
  I think i have the same problem as this person:
  https://community.atlassian.com/t5/Bitbucket-questions/Stopped-receiving-email-notifications/qaq-p/2567341 
  

[Nikola Perisic]

Hi @Ireen Heemels ,

Yeah, that is the problem you might be facing. Here is the workaround: subscribe to the Standard plan in Jira - it gives you the 7 day trial and you can cancel it anytime. When you get this plan, you will able to raise the support ticket to Atlassian. When you are finished with their support, unsubscribe.

In order to unsubscribe:

1. Go to admin.atlassian.com and choose your organisation

2. Go to Billing section and click Manage by your Jira site

3. Click on the three dots where the Standard plan will be shown and click on Unsubscribe

That way you will avoid getting charged. 

Let me know how did it go.

BR,

Nikola

[Ireen Heemels]

[Nikola Perisic]

Thanks @Ireen Heemels !

I also presume that the notifications are set by default (Project Settings -> Notifications). Raise a support ticket for Atlassian to check your email address for bounces, since this something that happens to the users on cloud when they are facing this kind of issue and Atlassian blacklists the address with their firewall rules.

BR,

Nikola

[Ireen Heemels]

Thanks @Nikola Perisic 

where can I submit a support ticket?

Kind regards,

Ireen

[Nikola Perisic]

Sure @Ireen Heemels 

Here is the link: https://support.atlassian.com/contact/#/

BR,

Nikola

[Nikola Perisic]

Hello @Ireen Heemels ,

Welcome to the community!

Can you please post a screenshot of the settings for the notifications?

BR,

Nikola

[Ireen Heemels]

After I set up an out of office in Outlook, I no longer receive emails. Maybe it has something to do with that?

[Nikola Perisic]

Hi @Ireen Heemels ,

As Andy have suggested to contact your mail admin and the issue was cleared out. If you liked mu suggestions, feel free to accept any of my answers. Greatly appreciated.

BR,

Nikola