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One of my user do not received the email recovery link to reset password

I'm a Site&Org admin for all Atlassian products and we recently change our main domain for email leaving the old one as alias.
I have a user the has issue with his password, and he can't reset it because the email link is never received 

I try to manage it from the admin panel but the only thing I can do is to "suggest" an email change. I even try to "log in as user" to change the email address bur the Atlassian account is not linked to that tool either 

2 answers

Hi Daniel, 


First to all try to send a test email:

  1. Click Administration (cog icon)
  2. Click System
  3. Click Outgoing Mail
  4. Click Send Test Email
  5. Modify the email address
  6. Check the SMTP logging box
  7. Click Send

Checking the mail queue:

  1. Click Administration (cog icon)
  2. Click System
  3. Click Mail queue
  4. Click the Error queue tab

With this you will be able to verify if it is a problem with the password tool or that the jira emails are not reaching the user.

If the test email does not reach you, the problems may be:
1) The email entered for the user is not correct.
2) Some rule of the user's email service is filtering emails (See also the spam folder)

Thanks, Juan, 

But your solution is For Jira, my problem is with the user on the whole Atlassian products, site level, and the options are not there. 

Also, and the system admin for the CO so I control the email filters and I see the email of the user and can control his inbox. 

My issue is that the email that's on the account is no longer available. I need a way to modify the email on the account. 

0 votes
Daniel Ebers Community Leader Jun 05, 2021

Hi @Daniel Espinal

could you please confirm if the domain assigned to the user's mail address is verified by your company - so did you go through those steps in the past? If so, you should be in full control of their account from > Directory

Seconds question - is the account you are referring to (the one you want to change the domain) is active or inactive meanwhile?


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