Not receiving verification email for new account

[きんせいは]

Hello, I am facing the same issue on my email.

This is my email address.

[address redacted]

Can you please help me?

[Anusha Rutnam · Accepted solution]

Unblock user invites to Jira with our new unsent invitations audit

[Daniel Eads]

Hi @きんせいは ,

I've found your email address on our mail service's suppression list, due to this error returned by your organization's mail server a couple days ago:

550: 550-5.1.1 The email account that you tried to reach does not exist. Please try double-checking the recipient's email address for typos or unnecessary spaces. Learn more at https://support.google.com/mail/?p=NoSuch... - gsmtp

We often find this happens when new email addresses are created, and invitations from Atlassian Cloud are sent before the mailbox is completely configured on the mail server. I've cleared the error from our mail service. If your mailbox is working normally now, you should be able to receive the next invitation attempt (you may need to have an administrator resend the invitation).

Cheers,
Daniel | Atlassian Support

[ADITYA GAHLAWAT]

Hey @Daniel Eads 

I have the same issue. I registered with my work mail when migration to Gsuite was going on. And my work mail was not created on the Gsuite platform at the time I registered on Jira. And I am not receiving verification email for new account.

This is my work mail : <Removed by Atlassian Support>

[Daniel Eads]

Hi @ADITYA GAHLAWAT ,

I found that on October 22, an invitation was sent to your work address but it wasn't ready to receive mail yet. This led to our mail system putting a pause on additional emails to that address. I've cleared out the pause - you should be able to try again and get the verification email now.

Cheers,
Daniel

[İ_ Burak Tanrıkulu]

Hi @Daniel Eads ,

I have the same issue. My mail address was not ready to receive mails yesterday. But today it can receive mails. Can you check my email at your system too please?
Thanks in advance.

Mail: [address redacted]

[Andy Heinzer]

Hi @İ_ Burak Tanrıkulu 

I found there was a suppression listed for that email address:

554 5.7.1 : Recipient address rejected: Access denied

I have removed this suppression from our side

[İ. Burak Tanrıkulu]

@Andy Heinzer Thank you!

[Anjel Loza]

Hello @Andy Heinzer 

Would you be able to check out to see if this email is also being blocked?

[removed]

She is able to receive emails from anyone but is not getting the verification code email.

Thank you,

Anjel

[Andy Heinzer]

@Anjel Loza There was a suppression on that address.  The message we saw was:

550 5.4.1 Recipient address rejected: Access denied. [AMS0EPF000001AA.eurprd05.prod.outlook.com 2024-05-13T11:58:55.411Z 08DC723C04852D88]

I cleared the suppression on our side, but that specific bounce message is an indication that there is a configuration within Outlook/Office 365 that caused this to happen.  We have a guide over in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community  that your teammates can follow in order to prevent this happening again.

Andy

[Davie Apon]

asdsad

[Andy Heinzer]

Hi @Davie Apon 

I found there was a suppression on your account.  There was bounce message with an error of:

550 5.4.1 Recipient address rejected: Access denied. [AMS0EPF00000192.eurprd05.prod.outlook.com 2024-04-03T08:07:35.594Z 08DC533034E3B722]

This specific bounce message is known to be caused by a restrictive filtering system in outlook or Office365.  I'd recommend trying to follow the steps in Unblocking Office365 emails for Atlassian Cloud - Atlassian Community  to prevent this happening again.  I have cleared all suppressions for all users on that domain, but I expect that this will happen again if you don't follow the steps in that KB.

Thanks

Andy

[Cyrille GAVORY]

Hello, I am having the same issue with the address [redacted]. The email is not in the junk folder. Could you help me with that? 

[Andy Heinzer]

Hi @Cyrille GAVORY 

I took a look at that account, but I have only seen three messages sent to that address from noreply@am.atlassian.com in the last 30 days, and all of them show as being delivered from our side.

If that account is still not receiving notifications from us, you might want to reach out to your mail admin.  It is possible that these messages could have been received by the mail server, but quarantined by some kind of spam filtering before the user's inbox.

[Cyrille GAVORY]

Hello @Andy Heinzer

thanks for the reply, I have the same issue with another user manon.thibaut@lhotellier.fr. It doesnt seem to be coming from ou email server because most user get the code. I will get in touch with my mail admin.

[Andy Heinzer]

@Cyrille GAVORY Looking at that particular email address, I don't see that user has ever created an account with us.  You might want to have them creating an account first over in https://id.atlassian.com/signup

Alternatively you can try to invite that user to your site, but I have not seen any attempts to send email from our Cloud systems to that exact address in the last 30 days at least.

[Shloimy Levinger]

I am having this issue now. Admin is trying to reset their password and they arent recieving the verification email. 

Any help?  @Andy Heinzer @Daniel Eads 

[Andy Heinzer]

Hi @Shloimy Levinger I found at least one account on your domain that was being suppressed.  I recommend having that user try to resend the verification now, it should go through.

Andy

[Luc Meels]

Hi,

I do not receive my account verification mail on this mail adress:

<Edited out by Atlassian>

I recently created this email adress so I think this adress is also added to the suppressions list.

Could someone from the Atlassian Team please unblock this adress from their mail service such that I can receive emails again?

Cheers,

Luc

[Daniel Eads]

Hey @Luc Meels , I've cleared out the suppression for the email you mentioned. If you (or someone with Exchange Admin privileges) can complete the steps in Unblocking Office365 emails for Atlassian Cloud , that will help prevent future bounces that might put emails from your organization onto the suppression list.

Cheers,
Daniel

[Héctor Leal]

Hi, 

I am having the same issue in my new company. I am not receiving the verification email in my inbox [address redacted]. I have checked all the stuff and can't understand why I can not work over Jira. Could you please help me with that?

Thanks

[Andy Heinzer]

Hi @Héctor Leal I found that email address on our suppression list.  I have removed it from that list.  Try to resend the verification email once more now.  You should be able to receive it now.

[Héctor Leal]

Hi @Andy Heinzer , I'm still not receiving the verification email. Is there another way to verify my account?

[Andy Heinzer]

Sorry to hear that. I found that this address was also within another suppression system. I have removed that as well.  Please try once more. 

Andy

[Héctor Leal]

Hey @Andy Heinzer 

I'm receiving the verification mail now.

Thanks for the help!

Best regards,

Hector

[Daniel Silva Jiménez]

Hey. 

I am having the same issue in my new company. I am not receiving the verification email in my inbox. I have checked all the stuff can can't understand why I can not work over Jira. Could you please help me with that. 

Appreciate!!

[Andy Heinzer]

Hi @Daniel Silva Jiménez 

I am not seeing your email address within our suppression lists at this time.  Ask your site-admin to try to re-send the verification.  If you're using a different email address please let me know.

[Alexander Pappert]

https://community.atlassian.com/t5/Jira-Software-questions/New-invitation-email-does-not-arrive/qaq-p/1618076

There is the possibility that the email is bounced, but it would be necessary to open a support ticket with Atlassian to check about it.

so you can wait a moment + check junk mails

then create an atlassian ticket