Agent does not receive password reset email

[Shpendi Rakipi]

Dear all,

We are having issues with one of the agents in Service Desk. She tried to send the e-mail to reset the password of her account. After several times, I tried to send the same email from User > Prompt Password Reset but she does not receive any of them. 

Any other advice on how to act?

Regards,
Shpendi

[John Funk]

Hi @Shpendi Rakipi ,

I have found that often when this happens that Atlassian has blacklisted the email address for some reason.

I would submit a support ticket to Atlassian to make sure the email address of the user has not been blacklisted.

https://support.atlassian.com/contact/#/

[Shpendi Rakipi]

Thank you @John Funk

Hopefully I'll get a speedy reply for them too.

Regards,
Shpendi

[Shpendi Rakipi]

I want to mark this answer as accepted but the button is not showing

[John Funk]

That is because this was created as a Discussion and not a Question. I will see if someone from Atlassian can move it over. 

[John Funk]

Hi @Shpendi Rakipi ,

I have found that often when this happens that Atlassian has blacklisted the email address for some reason.

I would submit a support ticket to Atlassian to make sure the email address of the user has not been blacklisted.

https://support.atlassian.com/contact/#/

See if you can approve this anwser.  :-)