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.

[Uniphy]

@Andy Heinzer 

I am also having the same problem. Email: dsirepo@digitalsoftwareinc.in. 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

[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: santhoshdk@sanspro.com

[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.