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Unable to add new email address in project email address

While adding an email address, it showing DKIM validation failed for this domain.

Please help me with a detailed description.

3 answers

I would like to share one more issue with TXT SPF record validation. In DNS servers replies, large TXT records can be split on parts. I.e. in case you have long list of IPs, includes and related things, the result TXT record received from DNS server will be like this:

TXT "v=spf1 +a +mx +ip4:<MASKED IPv4> <MASKED LIST OF IPv4> +ip4:<MASKED IPv4> include:_s" " ~all"


Let me highlight the issue in the example above:

+ip4:<MASKED IPv4> include:_s" "


In such case, will fail to validate presence of string "" in DNS server reply...what means that the logic of service has a bug: TXT records returned as a list of strings should be joined into single string.


I.e. the validation logic should convert DNS server reply provided above into the following string:

TXT "v=spf1 +a +mx +ip4:<MASKED IPv4> <MASKED LIST OF IPv4> +ip4:<MASKED IPv4> ~all"


The simplest way to solve the issue is to put "" at the start of SPF definition (right after "v=spf1" option).

I'm having a similar issue. @Angélica Luz can you take a look?

Hello @Josh

Thank you for reaching out to Community!

Can you share with us the error that appears when you try to change the project email address?

I can see that the domain is correctly verified, so now it would be only necessary to follow the steps of the documentation below:

- Configuring Jira Cloud to send emails on behalf of your domain 


The issue is in AWS Route53 has a record type on the DNS called "SPF"

To fix my issue I had to instead use a TXT record. 


0 votes

Hi there,

Thank you for reaching out to Atlassian Community!

This error message appears when the domain of the email you are adding to the project is not verified, so in order to change the project email address, it's necessary to verify the domain.

Please, follow the steps of the documentation below:

If you have any questions or face any issue, please let us know.


We have updated the DKIM file and verified also but it is still showing the same(DKIM validation failed for this domain).


Is it mandatory to add SPF in our records? 

Yes, it's necessary to follow all steps in order to use the email as the project email address.

Hi Angelica,


We have updated all records as per your instructions. We are getting a new error that is, "

Unknown server error without description" after the update all records.

Please find attached a screenshot of the issue.


Please suggest us to resolve this issue.




Is there anyone able to support us?


I just had the same issue. Sounds stupid but remove or set an incorrect value for the DKIM entry. After some minutes try the verification tool again. Hit the "check" button several times, sometimes the answers are different. One pointed me into the right direction. 


I'm not a DNS expert but I believe the way you have configuration your SFP isn't correct. 

and you cannot have two SPF TXT

Let's say you have split your SPF into two separate TXT records and that contains your includes. Then your final include looks like

{v=spf1 ~all}

 If you still have issue try to make an include for Atlassian before your first include

{v=spf1 ~all}

Hope I could help you with this. 

Hi Bhanu,

I checked and there are duplicated SPF entries and the DKIM is missing.

Please, remove the duplicated SPF and add the DKIM. For the DKIM it's not necessary to replace with your domain, just copy from our documentation.

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