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Verification email not received

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.

6 answers

1 accepted

1 vote
Answer accepted
Andy Heinzer Atlassian Team Jul 07, 2022

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

Yes, now it workes. Nice, thank you.

@Andy Heinzer 

 

I am also having the same problem. Email: dsirepo@digitalsoftwareinc.in. Can you please help to resolve the same?

Andy Heinzer Atlassian Team Nov 28, 2022

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

Like Uniphy likes this

Thanks @Andy Heinzer . Its working now. 

0 votes
gauss I'm New Here Nov 02, 2022

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 Atlassian Team Nov 03, 2022

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 I'm New Here Nov 04, 2022

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

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 Atlassian Team Jan 24, 2023

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.

0 votes
nadav27 I'm New Here Sep 28, 2022

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 Atlassian Team Sep 28, 2022

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 I'm New Here Sep 28, 2022

Excellent, that helped, thanks!

Like Andy Heinzer likes this
0 votes

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 Atlassian Team Sep 19, 2022

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

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 Atlassian Team Aug 29, 2022

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

Hi Andy,

Thank you for the reply.
Email id is: santhoshdk@sanspro.com

Andy Heinzer Atlassian Team Aug 30, 2022

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

Andy

Like santhoshkumardk likes this

Thank you @Andy Heinzer .

It worked. Appreciate your prompt help.

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 Atlassian Team Sep 01, 2022

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.

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 Atlassian Team Sep 02, 2022

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.

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 Atlassian Team Oct 06, 2022

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

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