User not receiving invitation email

Patryk Wiatr
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November 10, 2021

One of the users I added to my Jira Cloud account (free) is not receiving their invitation via email. I have attempted to resend the email several times and also removed and readded the user. I see that people in the past have also run into this issue and I wonder if this is what's happening here? I can't submit a support ticket because I am currently on the free version of Jira. 

https://community.atlassian.com/t5/Atlassian-Access-questions/New-user-not-receiving-invitation-email/qaq-p/618249

 

 

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Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 10, 2021

Hi @Patryk Wiatr , welcome to the Community!

One address on your email domain (the address begins with 'i') was exhibiting the issue noted in the other thread. Based on the error code our mail service received, it looks like Exchange Online Protection didn't like the particular message and bounced it back, causing additional emails to not send. I've cleared the delivery pause from our mail service, so new emails should go through - you will need to resend the invitation.

I might suggest having an Office 365 administrator at your organization create a Mail Flow rule in the Exchange Admin Center to mark Atlassian-originated emails as safe/allow them to bypass spam filtering. Our outbound email IP addresses are publicly documented for this purpose:

167.89.0.0/17, 192.174.80.0/20, 147.253.208.0/20, 168.245.0.0/17, 34.211.27.137, 34.211.27.236, 34.213.22.229, 34.249.70.175, 34.251.56.38, 34.252.236.245, 52.51.22.205, 54.187.228.111, 34.209.119.136, 34.211.27.82, 34.212.5.76, 34.253.110.0, 34.253.57.155, 35.167.157.209, 35.167.7.36, 52.19.227.102, 52.24.176.31, 54.72.208.111, 54.72.24.111, 54.77.2.231

Cheers,
Daniel

Paul Engel
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June 23, 2022

Hallo @Daniel Eads ,

 

I added the IP as mentioned to our configuration.

The user still does not receive any email.

 

Can you help us and maybe also remove the address from the bounce list?

 

BR

Paul

Daniel Eads
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 27, 2022

Hi @Paul Engel ,

I've cleared a couple email addresses from your domain off the suppression list. One began with 'l' and the other began with 's'. Thanks for adding the IP addresses to a Mail Flow rule, that will help prevent future emails from winding up on the list.

Cheers,
Daniel

0 votes
Anusha Rutnam
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 8, 2024

Just a note here to let everyone know that if a user is not receiving their invite link because their email is on our suppression list, clicking the Resend invite link will unsuppress their email without you needing to contact Support.

Please note you will only see the Resend invite link if the user is unverified (i.e. if they have never logged in before). If you don't see the link, you will need to contact our Support team to have the email unsuppressed.

Note: For existing users, there is one more self-serve tool for unsuppressing the blocked emails of users who are not receiving notifications from either a Jira Software or Jira Work Management project. You can read more on that here.

For more information on this topic in this article: Jira Cloud email notification suppression list and why users don't receive email notification

 

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