Password reset e-mail not sent to user

One of my users has been locked out of his account. I've reset his password, but he's not receiving an email prompting him to change his password even though he receives other e-mail notifications from Atlassian/JIRA. Has anyone overcome this same problem?

Thank you.


1 answer

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Hi Emily,

Hopefully you've been able to resolve this by now.  If you are using an on-premise server check to see if your mail server is blocking emails from

  1. Check your spam folder for an email from
  2. Contact your mail administrator to whitelist the domain

If you are using a hosted server - Cloud - I would recommend contacting the Cloud team to see what happened on that end.



Branden - 

Thanks for your response. The issue has not been resolved. We're using a Cloud instance. 



Hi Emily,

Shannon from the Cloud team, here! I have access to the mail logs so I can search for a specific email address that isn't receiving notifications and see why. You'll need to raise a case at

Can you let me know if you've done that then I can have a look for you? 

Thank you!

Kind Regards,

Atlassian Support

Hi Shannon - The ticket was created and I'm working with Felipe to resolve the issue. Thanks for your assistance!

Hello Emily,

Great! Thank you for confirming that.  Felipe will certainly have you sorted out.

Take care!

Kind Regards,

Atlassian Support

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