Unable to receive verification email to new account creation

[Yanni]

Hi, seek for advice on the issue below:

I used a corporate email address to register / create new TRELLO account. I have 1 email account is unable to receive the verification email before I could complete the process. There is no issue for the rest of the email address (under the company domain) in receiving the verification email and completed the process. 

[Andy Heinzer]

Hi @Yanni 

I'm seeing a number of bounced emails to users on that domain, these errors include:

554 5.4.7 [internal] message timeout (exceeded max time, last transfail: 421 4.4.4 [internal] Domain Does Not Resolve)

I've reached out to my internal mail team to see if then can investigate this further.   From my personal machine that domain appears to resolve just fine, but there may be a configuration problem with the host that is sending that mail is unable to resolve your mail server.

[Yanni]

Hi @Andy Heinzer,

Thank you for checking this out. So far, we have 8 email accounts under this domain that are using TRELLO and working well for about a year. However, only 1 email account has been unable to receive email verification recently.

[Andy Heinzer]

@Yanni 

I reached out to my internal mail team about this.  They have shown in our internal logs that some users are not receiving emails from our system because the mail server provider we are using here (sparkpost) appears to be unable to resolve the address of the mail host in the domains MX records.   When I looked up these records on my side, they appear to resolve correctly.

My team as requested to know if there have been any changes since June 1st for those DNS records of that domain?  It seems that the deliver problem started on or about that date.

[Yanni]

Hi Andy, checked with my IT personnel. No changes have been made during the said period. So far, only 1 email user account unable to receive the email notification from TRELLO, the rest are still working well as of now. 

[Andy Heinzer]

I have been reaching out to my internal team to see if they can engage our vendor here further.  Thanks for checking on your side, I hope to have more of a concrete solution soon here.

[Yanni]

Thank you so much and appreciated, Andy Heinzer. Keep me posted if you manage to get a solution for the said issue. 

[Brant Schroeder]

@Yanni Welcome to the Atlassian community

This could be because your email address was put on suppression list on the Atlassian side. This is most likely to prevent spam.  I will escalate this to Atlassian so they can take a look.

[Yanni]

Thank you for the prompt feedback. Looking forward to hearing from Atlassian regarding the solution for this issue. The above-mentioned email address is registered under my company domain (@zic.cilalantro.edu.my).