Verification email not received

[Moritz Diedenhofen]

One of our User doesn't receive the Verification email.

There are noch mails in the spam folder and nothing ist blocked.

The Verification of other Users worked fine.

[Andy Heinzer · Accepted solution]

Hi @Moritz Diedenhofen 

I found a single user on your domain that was on our email suppression list.  The error message was

550: 550 5.1.1 ...@... Recipient address rejected: ... in virtual alias table

2022-06-17T09:29:22+00:00

I have removed that address from the suppression list.  Please try to resend the verification or invite again to this user.  They should receive this now.

Regards,

Andy

[Moritz Diedenhofen]

Yes, now it workes. Nice, thank you.

[Igor Stojkovic]

Hi All,

Please check this:

https://confluence.atlassian.com/jirakb/jira-cloud-email-notification-suppression-list-and-why-users-don-t-receive-email-notification-1236938226.html

which could help you understand the bounce messages. 

Regards,

Igor

[longdh]

hi @Andy Heinzer jira sent a verification link to my email but I have not received it

[Andy Heinzer]

Hi @longdh 

I found several bounced messages to your address.  These had errors such as

451 4.7.1 Your email was delayed (greylisting), if your mailserver is configured correctly your message will be received automatically later. If you would have email delivered immediately please resend it with the code NOTSPAMTAG appended to your email subject, thank you.

and

554 5.7.1 Your email appears to be unsolicited and was not accepted by [domain redacted] . Please try using an alternative email or if you want your email accepted resend it with the code [code redacted] appended to your email subject, thank you.

Unfortunately, I don't know of a way for our system to append the return code to our messages.  I would recommend that you reach out to your mail admin to see if they can instead grant an exception for mail from the atlassian.com domain, and then try to resend the verification mail once more.

Andy

[Uniphy]

@Andy Heinzer 

I am also having the same problem. Email: [redacted]. Can you please help to resolve the same?

[Andy Heinzer]

Hi @Uniphy 

I found there was a bounce message of

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [BMXIND01FT027.eop-IND01.prod.protection.outlook.com]

I have cleared this suppression from our side.  However I would ask that you please review https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 it contains some steps that you can follow if you use Office 365 to help prevent these kinds of suppressions in the future.

Cheers,

Andy

[Uniphy]

Thanks @Andy Heinzer . Its working now. 

[gauss]

Hi @Andy Heinzer we're facing a similar issue for one of our new joiners. Could I please bother you for some help?
Thank you very much in advance!

[Andy Heinzer]

Hi @gauss I found only one account on your domain that was not receiving mail.  There was an error of

550: 550 5.1.1 Requested action not taken: mailbox unavailable 2022-11-02T12:56:48+00:00

I have cleared the suppression from our side.  I would recommend to make sure that this user's mailbox is setup to receiving email from external senders.  Once that is confirmed, try to resend the invite from our services, it should work now.

Andy

[gauss]

Thank you @Andy Heinzer, much appreciated! Works now :)

[João Guerreiro]

Good afternoon,

I'm working for [redacted] and i've a colleague that does not receive verification email from Jira Service management account. Her email is [redacted]. Could you please help!

[Andy Heinzer]

Hi @João Guerreiro I found that messages were being suppressed to that address.  I have removed this suppression just now.  Please try to resend the verification once more now.  It should work.

[nadav27]

Hi @Andy Heinzer 

I am experiencing a similar issue with my email address. Could you please check if there is some suppression involved?

Thanks

[Andy Heinzer]

Hello @nadav27 , yes there was a suppression for your email address.  I have removed it.  You should be able to see new notifications starting now.

[nadav27]

Excellent, that helped, thanks!

[Kai Buchloh]

Hi @Andy Heinzer

We seem to have the same issue with a user in our domain.

Can you get in touch with me ?

Regards, Kai

[Andy Heinzer]

Hi Kai,

I found two users on your domain that appear to have been having suppressed notifications.  I removed this suppression.  Try sending to them again now.  It should be resolved.

Andy

[Kai Buchloh]

Dear Andy,

thanks for yozr previous support.

I have the same issue again. I think I know why now, but i cant solve it without your support.

It would be great if you could have a look into our account and resend the notification.

Thanks,

Kai

[Kai Buchloh]

@Andy Heinzer 

[Andy Heinzer]

Hi @Kai Buchloh I found a single suppression and I have removed it. I wasn't able to see any clear indication as to why this was happening, if you notice this again, please let us know again so we can try to investigate deeper here.

[santhoshkumardk]

Hi,

I have the same issue. Email verification email not received for one of our team members.

Could you please help. Thank you in advance.

[Andy Heinzer]

Hi,

I was not able the account you are referring to. Could you please post the email address of that user?  With this information we can check it against our system.

Thanks

Andy

[santhoshkumardk]

Hi Andy,

Thank you for the reply.
Email id is: [redacted]

[Andy Heinzer]

I was able to remove the suppressions of email to that address.  Try to send the verification again now.  It should be resolved.

Andy

[santhoshkumardk]

Thank you @Andy Heinzer .

It worked. Appreciate your prompt help.

[santhoshkumardk]

Hi @Andy Heinzer 

I have another request, I sent an invitation to the same email user for BITBUCKET but still, he did not get an invitation email. Could you please help?

santhoshdk@sanspro.com

Thank you and much appreciated.

[Andy Heinzer]

I checked another system and found a new suppression that was just generated as of today.

550 5.1.1  Recipient address rejected: User unknown in virtual mailbox table

I have removed this suppression as well.  Try sending the invite again.

[santhoshkumardk]

Hi @Andy Heinzer 

I sent the invitation again but still did not get the email. Could you please help?

If this helps: I'm trying to send an invitation from a BitBucket user group to add this user.

Thank you and much appreciated.

[Andy Heinzer]

I recommend that you reach out to your mail administrator.  It appears that this address is repeatedly getting a bounce message:

550: 550 5.1.1 ...@... Recipient address rejected: ... in virtual mailbox table

2022-09-02T10:25:03+00:00

I have removed this suppression from our side, but if the receiving mail server continues to generate bounce errors such as this one, our system will flag the address as being invalid and stop trying to send messages to it.

[santhoshkumardk]

Hi @Andy Heinzer 

We have a new email id that did not receive an invitation. Could you please help?

email: [redacted]

Appreciate your help a lot. Thank you.

[Andy Heinzer]

Hi, I removed the suppression for this address.  Please try to resend the invitation once more.

[santhoshkumardk]

Hi Andy, thank you so much for helping a lot of people like me.
Could you please help in removing suppression for the following

E-mail ID: [redacted]

He was trying to reset his password but was unable to get the recovery link. 

Thank you and much appreciated.

[Andy Heinzer]

Hi @santhoshkumardk I have attempted to clear the suppression from our side for that account once again.  It appears that another support agent attempted to clear that same account about 12 hours ago today.  However the very next message our system sent to that address was bounced with a response of:

550 5.1.1 <>: Recipient address rejected: User unknown in virtual mailbox table

That happened at a timestamp of 2023-02-08T10:29:55.000Z

I have tried to clear this again from our side.  However if this persists, I would reach out to your mail admin as this error is an indication that the mail server is not aware of that specific mailbox.

[santhoshkumardk]

Hi @Andy Heinzer 

Hope you are doing great.

Could you please help in removing suppression for this email id:

Email ID: [redacted]

Again, thank you so much for your help and patience in this regard.

Santhosh

[Andy Heinzer]

Hi @santhoshkumardk I found this SMTP bounce error on that account:

2023-04-19 23:40:58.679 550 5.1.1 : Recipient address rejected: User unknown in virtual mailbox table

I have cleared this suppression from our side.

Regards,

Andy

[João Guerreiro]

Good afternoon Andy,

I was triyng to access atlassian Satus page and i do not receive emails from this platform, also does not receive email for suscribe page.

May you help?

Thanks in advance.

[Andy Heinzer]

Hi @João Guerreiro 

I did not find any suppressions for your email address, but I did see there were a few others for users on your same domain.  I have removed the suppressions on our side for users of your email domain.  There were some delay/bounce messages such as:

451 4.7.500 Server busy. Please try again later from [156.70.150.12]. (S77714) [VE1EUR01FT027.eop-EUR01.prod.protection.outlook.com 2023-04-21T10:53:53.654Z 08DB3E87E0740D2B]

If this doesn't resolve the problem, please let me know the specific email address(es) in question, and perhaps I can investigate further from our side.

Andy

[João Guerreiro]

Good Afternoon Andy,

Site from were i do not receive email:

Statuspage - All incidents

User and email: [redacted]

I still don't receive any email from here.

Many thanks

[Andy Heinzer]

Hi @João Guerreiro 

I created a support case on your behalf in https://getsupport.atlassian.com/servicedesk/customer/portal/47/SPSP-31386

Someone from our Statuspage support team can investigate this further.

Andy