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Not receiving reset password & account verification emails

D Red November 29, 2024

Hello,

I can no longer connect to my Atlassian account at

If I believe the other posts in the community, it is likely that I am on the supression list on the Atlassian side, I would like this to be resolved quickly because I am even forced to create an account with another email address to write this post and it doesn't let me create a support ticket to fix that :/

Waiting for a response from the Atlassian team,
Sincerely

3 answers

1 accepted

1 vote
Answer accepted
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 3, 2024

Hi @D Red 

I found there was a suppression on that account.  I have cleared this for our side. 

Andy

D Red December 3, 2024

A big thanks, it works perfectly now !

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0 votes
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 29, 2024

Hi Red - Welcome to the Atlassian Community!

Let me see if someone from Atlassian can come check on you. 

D Red November 29, 2024

Thank you! I appreciate the help

Like John Funk likes this
John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
December 3, 2024

You are welcome. Glad Andy got you fixed up. 

0 votes
Marc - Devoteam
Rising Star
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November 29, 2024

Hi @D Red 

Your admin on your instance could check this for you, or the admin will need to raise a request at Atlassian Support.

This is the community not official support.

You can do this if you are an admin of course.

Remove-email-address-from-suppression-list-in-JSM-Cloud 

D Red November 29, 2024

As I marked, I can't contact support and I'm an administrator but I can't access my account. None of your solutions work.

Marc - Devoteam
Rising Star
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November 29, 2024

So you are on free Cloud instance I presume?

When is the last time you accessed you Cloud instance?

D Red November 29, 2024

Yes I am on free cloud instance, I accessed it 6 months ago but I can't even connect to my account, whatever the instance and I don't receive the email with the verification code or the password reset link. The problem is broader than just my free cloud instance

Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
November 29, 2024

Hi @D Red 

If you accessed it for the last time 6 months ago (@John Funk ), the instance is removed by Atlassian. 

This is stated in the agreement on using a free tier instance.

You will have received email on this action at forehand (multiple times).

D Red November 29, 2024

Thks, but this does not solve my problem which is that I cannot access my Atlassian account which concerns other more active instances :)

D Red November 29, 2024

I cannot create a new account with my main email address because my account still exist but I cannot reset password because I dont receive mails anymore, probably because I am on the supression list of Atlassian

John Funk
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 29, 2024

Someone from Atlassian will come take a look. But it will be on their timing. 

Marc - Devoteam
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
November 29, 2024

Hi @D Red 

If you accessed your free tier instance for the last time 6 months, ago? You instance will be inactive or removed.

See Free Jira Plan at then end of the article.

FYI, @John Funk 

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