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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.
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.
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.
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.
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.
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.
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.
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, 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.
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.
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.
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 [188.8.131.52]. (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.
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.