email notifications

KITSCH AND BOLD May 30, 2023

Hello everyone, I haven't been receiving any email notifications when changes are made on a project and communicate with my co workers on time. 

I have tried changing the settings on my account but nothing worked.

Is there an email suppression issue. How can I resolve this?

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Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 30, 2023

Hi,

I understand that you are not receiving email notifications form our Cloud services. 

Could you clarify which email address is being used here?  While we do have a suppression system, I wasn't able to locate any bounced or delayed messages to your email address that you used to login to Community here (gmail).  If there is another user account that uses a different email address please let me know that address specifically, and I can investigate this further.

Thanks

Andy

KITSCH AND BOLD May 31, 2023

Hello Andy, the account that hasn't been working is connected to this email: [redacted]. I haven't created this one as I was invited as a collaborator to this group.

The other one seems to work fine.

Andy Heinzer
Atlassian Team
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May 31, 2023

Thanks for that info.  I found that there was a suppression on that email account. I have removed this from our side.  Any new notifications should now be delivered to your mail server.

KITSCH AND BOLD May 31, 2023

Whooohooo!!! I just got my first notification after 2 months. That's great!!

Can you tell me how this happened so that I can avoid it in the future?

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Andy Heinzer
Atlassian Team
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May 31, 2023

Our logging in this area doesn't go back far enough for me to determine the original error.  However typically what happens is that one of the notifications sent from our system was bounced by your SMTP mail host.  When our system receives a bounce response from a destination mail server, that address commonly gets added to a suppression list to avoid our services from continuing to try to send mail to what the destination has responded as either an invalid address, full mailbox, or sometimes even invalid sender.

If this happens again, please let us know.  We can typically locate this bounce message if it happened within 30 days.  The bounce error from the SMTP server will be very helpful to see so we can diagnose this further.

Masayo Ozawa
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June 7, 2023

Hi Andy, I am experiencing the same issue. The email address that hasn't been connected is: [redacted]. Thank you.

Andy Heinzer
Atlassian Team
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June 7, 2023

Hi @Masayo Ozawa 

I checked our logging here.  From what I can see, in the last 30 days our Cloud services have sent 116 messages to your account.  All of these are marked as delivered according to our logging.  We are not seeing any SMTP bounce or delay messages that might account for this behavior.

I would recommend that you reach out to your mail administrator here.  I suspect that your mail admin might be blocking these messages from reaching your inbox. Perhaps these messages are being blocked as part of a spam/quaratine filtering.  Below is one of the most recent examples we have to show the message was accepted by the destination mail server.  Perhaps this can help your mail admin to track down that message.

 

2023-06-07T12:04:01.000Z

866b8a55-2b02-4f24-94c6-e2b6eb74134d

jira@in**********.atlassian.net 

m*****@i********.com

delivery

 

sparkpost

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Keenan Recycling Ltd
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June 27, 2023

We are having the same issue with our account not receiving email notifications.  Could someone check the email suppression for [redacted] please.  Thank you!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 27, 2023

@Keenan Recycling Ltd I have removed your address from a suppression list.  You should now be able to receive notifications from us once more.

Regards,

Andy

Jon
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September 13, 2023

Hi Andy, my team is having the same problem; We do not receive notifications when we are mentioned in tasks. Could you see if we are on that suppression list? Thank you so much!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 13, 2023

Hi @Jon 

I did not find any suppressions to any accounts on your domain at the present.  If users are still unable to received notification from our services, I would reach out to your mail admin for additional help.

Tamara September 26, 2023

Hello, since two days ago, we have the same problem with a user of our team, he has stopped receiving email notifications of changes in the issues where he is working and we have not made any changes.

I leave you the affected email. [redacted]

 

Regards

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 26, 2023

Hi @Tamara 

I took a look at your account and other users on your domain.  However I am not finding any suppressions from our side.  I can see that your account has been sent dozens of messages in the past two days.  I suspect that your mail server might be filtering the content coming from our mail server.

Timestamp Atlassian Mail Transaction ID 
2023-09-26T16:25:18.000Z 519d96ec-888c-4bbe-9f69-76f70c7fb7f3
2023-09-26T16:12:25.000Z b584ec8e-1b2e-43e5-bf8d-129ffadc0871
2023-09-26T16:12:05.000Z d2ee1214-e839-4408-b64b-ee815d94bdd8

Above are 3 of the most recent messages by timestamp and message id sent to your account.  Perhaps your mail admin can look up these messages within the mail system by these id and timestamps, in order to correct the problem here.

Andy

Tamara September 26, 2023

Thanks!

Indira Tileulieva
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October 25, 2023

Hi Andy, I have the same issue not receiving email notifications for any changes in my project, would it be possible to check the suppression list?.. Many thanks in advance!

Andy Heinzer
Atlassian Team
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October 26, 2023

@Indira Tileulieva I found there was a suppression on your account.  I have removed it just now.  You should be able to receive notifications from our Cloud services now.

kumiko antinarelli
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November 21, 2023

Hello Andy, I'm having the same problem. I do not receive notifications when someone updated in tasks. Could you kindly help me to resolve this problem? Thank you in advance!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 21, 2023

@kumiko antinarelli I do not see any suppressions of your account from my side.  But I also don't see you as a member of any Atlassian Cloud product nor on Trello.  Could you be using a Server or Data Center edition of one of our products?  If so, it might explains why I can't see any messages sent to your account. 

I'd recommend reaching out to your admin, as they would be better able to help troubleshoot here.  From what I can see our Cloud systems have not attempted to sent you any product notifications recently.

kumiko antinarelli
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November 23, 2023

@Andy Heinzer Thank you! I will contact our admin.

Adam Hirani
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January 25, 2024

Hi @Andy Heinzer , I am having the same issue. Not receiving email notifications for any updates. Would you be able to help me out?

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 25, 2024

@Adam Hirani From what I can see, mail is being delivered to your address.  I would recommend checking your spam folder, as sometimes these can be mis-routed.

If they are not located there, I would recommend contacting your mail admin, as it's possible your email service is receiving these, but could be quarantining them to keep them out of your inbox, such as by a false positive by a spam detection.

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Nina Grbic
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January 30, 2024

Hi @Andy Heinzer nice to e-meet you!

I'm currently not getting email notifications for updates/comments regarding Jira tasks. I've verified that my settings are accurate, and my colleagues are not experiencing the same problem. It appears that my email might have been included in the suppression list. Could you kindly verify and re-enable it?

Thank you for the help!

 

Andy Heinzer
Atlassian Team
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January 30, 2024

@Nina Grbic I found there was a suppression on your account, and it seems like others on your domain.  I have cleared this for all users of your domain our side just now.   I did not find a clear SMTP bounce message for your account, but other accounts on your domain have had a recent bounce message of

550-5.1.1 The email account that you tried to reach does not exist. Please try
550-5.1.1 double-checking the recipient's email address for typos or
550-5.1.1 unnecessary spaces. For more information, go to
550 5.1.1 https://support.google.com/mail/?p=NoSuchUser d17-20020a17090ab31100b0028cb18e31d5si10624078pjr.160 - gsmtp

That message had a timestamp of 2024-01-24 07:33:41.917

 

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Jenny Finneran June 4, 2024

@Andy Heinzer - we are experiencing the same issue. We're not getting email notifications for updates/comments regarding Jira issues. I've verified that my settings are accurate, and my colleagues are having the same issues. I have reviewed their settings as well. It appears that we may have been included in the suppression list. Could you kindly verify and re-enable it?

 

I would appreciate any help you can give. We went the trusted sender route in Outlook as well, and still the problem persists.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 4, 2024

Hi @Jenny Finneran I am not seeing any recent bounce messages to any users on your domain.  Perhaps this has already been cleared recently by someone else in Atlassian support.  But if this is still not working, I would recommend reaching out to your site admin to reach out to our support in https://support.atlassian.com/contact

1 vote
John Funk
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May 30, 2023

Hi @KITSCH AND BOLD  - Welcome to the Atlassian Community!

Are you receiving any emails from Atlassian at all? Or just not from that project? 

If not at all, then we will need to have someone from Atlassian look at your email address to see it if has been blocked for some reason. 

KITSCH AND BOLD May 30, 2023

No, I haven't been receiving at all. Although everything was OK for the last year. I stopped receiving notifications about two months ago and have to manually go through the issues.

John Funk
Community Leader
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May 30, 2023

Okay, will see if someone from Atlassian can come visit here. 

KITSCH AND BOLD May 30, 2023

Ok thanks

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Tom Kozlak
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June 29, 2023

email notificatiobs not working correctly

[redacted]

Andy Heinzer
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June 29, 2023

Hi @Tom Kozlak 

I did not find any suppressions for either account from my side.  But I see that you have a support ticket in regards to notifications over in https://getsupport.atlassian.com/servicedesk/customer/portal/58/TRELLO-158616

I recommend following up there if you still are not seeing notifications as some product specific help might be better in your case.

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0 votes
Autoinstar Reservas
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May 16, 2024

Buenas tardes,

No estamos recibiendo notificación al correo por modificaciones en proyectos.

Agradeceríamos ver cual es el inconveniente.

El correo es: reservas@autoinstar.com.ar

Desde ya muchas gracias

Fernando

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 16, 2024

Hi, I found there was a suppression for your email address.  I have clear this for your account and any other user accounts that share your domain.

Cheers,

Andy

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Jasmine Hudson
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March 25, 2024

Hello, I am having the same issue as well. No email notifications and no notifications in the Jira platform either. Any help would be greatly appreciated.

Thanks!

@Andy Heinzer 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 25, 2024

@Jasmine Hudson I am not seeing any messages attempting to be sent to your address in the last 30 days from our Cloud sites.  There are no suppressions from our side currently.  I would recommend that you reach out to your site-admin to see if there might be some other configuration aspect here that they could help with.

0 votes
Charmane Goode March 21, 2024

Hi Andy,

Could possibly check one of my vendors. He recently stopped getting email notifications. His email is [redacted]

Charmane Goode March 21, 2024

@Andy Heinzer would you be able to take a look at this for me?

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 21, 2024

@Charmane Goode I looked into that account, but it appears to be receiving messages our system are sending.  I would recommend that they reach out to their mail admin if they are still not seeing messages from our services.

0 votes
warehouse UK
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March 21, 2024

Hello,

It seems like there has been some change into our Jira and we keep receiving notifications for everything... is there a way to stop that and only receive it when we are mentionned?

 

Many thanks :)

0 votes
bernice wang March 11, 2024

Hi @Andy Heinzer

 

Can you also check my email? I also can't receive the notification. When I tried to change my email account, but it needs to verify through the older email account which I can't receive. Anyway, this problem troubles me. That's my email address btw.

Andy Heinzer
Atlassian Team
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March 12, 2024

Hi @bernice wang 

I don't see any emails sent to your account that posted here to Community.  But I am unclear as to what is your old email address in question.  It's possible that old email address might be on a suppression list.  If you can share with us that email address I can try to lookup that account as well.

If you do not wish to share that address here within Community, then I recommend opening a support case over in https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account

 

bernice wang March 12, 2024

ok

Andy Heinzer
Atlassian Team
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March 13, 2024

Right, but what is the other account's email address?

bernice wang March 13, 2024

The another email account works well. Now, only this email can't receive emails.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
March 13, 2024

My logs don't show any attempts to try to send any messages to your email address in the last 30 days.  Also that account is not yet a member of any Cloud site that would be able to send it mail. 

So I'm unclear as to what is expected here.  If you're trying to change the account's email address, you won't be able to since the account I know about is a managed account.  Only an organization admin would be able to make changes to your managed account following steps in Make changes to a managed user account.

0 votes
Igor Medeiros - Modus Create February 19, 2024

Hi @KITSCH AND BOLD 

I believe that our app Notification Assistant for Jira might be able to assist you in this case.

It offers fully customizable templates, notifications rules, and you can set the recipient of the notifications as you wish (including external email addresses).

Feel free to reach out!

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 20, 2024

Hi @Igor Medeiros - Modus Create 

Please review our Atlassian Community online guidelines | Marketplace + Solution Partners | App Central.  This kind of response is not really appropriate within our guidelines, please see the sections on Promotions and Necroposting

Thanks

 

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Fabio Chiavazzo
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January 29, 2024

Hi @Andy Heinzer , I am having the same issue. Not receiving email notifications for any updates. Would you be able to help me out?

Thanks

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 29, 2024

@Fabio Chiavazzo I do not find any bounced messages on our side for your email address.  However I am also not seeing that your account is a member of any Atlassian Cloud site at the present time.   Which might explain why you do not receive notifications.  I would recommend reaching out to your site-admin to confirm that you have access to the expected site(s).

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Adam Hirani
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January 25, 2024

Hi Andy, I am having the same issue.

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romainjm
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September 29, 2023

Hello ! I have the same issue. Cannot receive the email notification when someone of my team is update my tickets. Can you help ? or let me know how to check if i'm on the suppression list somehow please ?

Andy Heinzer
Atlassian Team
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September 29, 2023

@romainjm 

I found your address was being suppressed.  It seems that at least one message bounced to your address:

2023-08-30T09:52:18.000Z 550 5.1.1 <[redacted]@[redacted]>: Recipient address rejected: User unknown

I have cleared this suppression from our side.  You should be able to receive notifications again.

Andy

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shahar_sabag
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August 29, 2023

Hi, I have the same issue

Andy Heinzer
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August 29, 2023

Hi, I found there was a suppression for your email, I have removed it.  You should be able to receive notifications again from our Cloud services.

Andy

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SW StutIT Support
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August 23, 2023

Hi,

 

I have the same issue with one of the users in our Jira (https://sensysgatso.atlassian.net/)

my notification settings and her notification settings are the same.

when I got a comment on my issue, the email notification appeared in my Spam folder, but at least it appeared.

for her - there was nothing in Spam or anywhere in Inbox.

another interesting thing - under the notification bell in Jira, she does see notifications when she clicks it, but there are no indication about new notifications (red circle with a number of new notifications)

 

I don't know what else to troubleshoot. can you please help me out?

thanks!

Andy Heinzer
Atlassian Team
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August 29, 2023

Hi,

It appears that you created a support case for this over in https://getsupport.atlassian.com/servicedesk/customer/portal/48/PCS-206142 and it appears this has been resolved. 

SW StutIT Support
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August 29, 2023

indeed!

all good now. thank you for your reply nonetheless! 

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Karen Guerrero
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August 11, 2023

Hi I'm not sure if this is related,I have not been receiving emails for the issues that I create and watch. I receive updates when others add me as a watcher to their issues but not for mine

Andy Heinzer
Atlassian Team
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August 11, 2023

@Karen Guerrero Looking at this account, I don't see you as a member of any Jira Cloud sites.  Is it possible that you're using a different email address?  Or perhaps the Jira site you are a member of is a Jira Server or Jira Data Center edition? 

All Jira Cloud sites will have either an atlassian.net domain or some legacy sites might have a jira.com domain.  If it's nether of these domains, then there is a strong likelihood that this is an on premise version of Jira that our support team won't have insight into the logs of that site. 

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Jeoffrey Balaga
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July 10, 2023

Hi @Andy Heinzer

 

Can you also check my email [redacted]? Could be included in the suppressed email list. That's my email address btw.

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
July 12, 2023

Hi @Jeoffrey Balaga 

I found your address was being suppressed.  I have removed this from the list.  You should receive notification now.  If not, please let me know, and I can take a close look at the rejection message to help us determine why.

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Elisa Miller
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June 1, 2023

Hi there! My team and I are experiencing this same issue. Any insight would be greatly appreciated! Thanks! 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 1, 2023

Hi @Elisa Miller 

I do not see any bounces for your email address, nor for any users on your domain.  Could you let me know which product (Jira, Trello, Confluence, Bitbucket, Statuspage, etc) you are using that you are expecting to receive notifications from?

It might also help if you could let me know the specific email addresses in question here.

Thanks

Andy

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Elisa Miller
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June 1, 2023

Hi! We are using Trello. I did just get an email notification when a card was past due, but no email notification for when it was actually due. The other email address having this issue is lindsey@bluerobotics.com. 


Thanks for your fast response! 

Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
June 1, 2023

@Elisa Miller From what I can see, there was mail delivered to your address from trello today.  But I don't have any other recent records for your account, nor do I see any for the other email address.  Speaking with one of my support colleagues, Trello only maintains these email log records for 10 days.  Perhaps the original message was older than that time.

There is also a guide in https://support.atlassian.com/trello/docs/not-receiving-confirmation-emails-or-password-reset-emails/ that might help here.

If that doesn't help here, you might want to reach out to the Trello support team directly over at https://trello.com/contact perhaps they can take a closer look at your account.

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