Unable to receive Verification Email

Jun Kit Wong December 4, 2024

Hi,

We have a developer in our team which has an active Atlassian account but unable to verify his identity via 2FA because no email verifications were received even after checking junk/spam folders. Can I get some help to check if this user's email was blocked or included in the suppression list?

2 answers

0 votes
Jun Kit Wong December 8, 2024

I checked the Project email audit in Project settings and I am still seeing emails to this user being bounced with this error message, are you able to check this for me?

Error from email provider: 554 5.4.7 [internal] message timeout (exceeded max time, last transfail: 421 4.4.0 [internal] no mail servers for this domain could be reached at this time)

0 votes
Prachi Bolar
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 4, 2024

Hello Jun,

Welcome to the Atlassian Community 

I understand that users are not receiving emails. I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433

 

If still issue persist , request you to reach out to support here: https://support.atlassian.com/ so that we can further check the account.

 

Thank You,

Prachi

Jun Kit Wong December 5, 2024

Hi Prachi,

I am able to see the email audits and the user being blocked but I do not see the option to unblock the user.

Prachi Bolar
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 8, 2024

Hi @Jun Kit Wong ,

Thank you for the response :) 

I can check this but would need the user email address here if its okay for you to share or you can raise a ticket with our https://support.atlassian.com/ so that we can login to your instance and check the user account 

Thank You,

Prachi

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