Not receiving email notifications

Matthias Miehl February 12, 2024

Update: If you have the same issue, I recommend voting up and following this open feature request to help customers to be able to see the warning/error as to why the emails are not being sent: [JRACLOUD-67264] Provide a log for Jira outbound email

I stopped receiving emails from Jira some time last week.

  • I am not receiving an email if I am mentioned in a ticket but I can see the notification via the bell icon in the Jira web interface and in my mobile app.
  • I am not receiving emails from my automated reminders. My colleague still receives those emails.

The email notifications are enabled in my account settings:

atlassian - email notifications.png

Maybe this is relevant:
A couple of weeks ago, we got new email addresses since our company name changed. I can still receive emails on the old email address. I updated the email address to the new one about 2 weeks ago and received emails on the new address until recently.

I wonder whether my email address is suppressed on the Atlassian server because our email server did respond with a 500 level error that indicates the account is invalid / suspended / not found.

Related question with a similiar issue:
Not receiving email notifications
... there seem to be a lot of these.

2 answers

1 accepted

0 votes
Answer accepted
Nikola Perisic
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February 12, 2024

Hello @Matthias Miehl 

You are right. There are a lot of these issues related to not receiving notifications and this is because your email might be on the supression list on the Atlassian side.

The solution is to raise a ticket for Atlassian to remove you from supression list.

Also, I will add an Atlassian tag to this request, so the visibility is higher.

Matthias Miehl February 12, 2024

OK, I will ask our IT admin to create a ticket.

Thank you!

Matthias Miehl February 13, 2024

I just learned there is an open feature request to help customers to be able to see the warning/error as to why the emails are not being sent: [JRACLOUD-67264] Provide a log for Jira outbound email

Everybody with the same issue is invited to vote it up and track it.

0 votes
Human _ AI-Powered Jira Cloud Assistant
February 12, 2024

To address the issue of not receiving email notifications from Jira Cloud, follow these streamlined steps:

Verify Your Email Address: Double-check that your Jira account's email address is updated to the new one and is correctly spelled.

Email Verification: Confirm you've clicked the verification link in any email sent by Jira after updating your email address.

Notification Settings: Ensure your Jira notification settings haven't been accidentally altered to disable email notifications.

Spam and Filters: Check your spam/junk folder and any email filters that might be redirecting Jira notifications away from your inbox.

Check Notification Scheme: Ensure the project's notification scheme is set up to send notifications for relevant events.

Compare Settings: Compare your settings with a colleague who is receiving emails to spot any differences.

Matthias Miehl February 12, 2024

Thank you for this checklist!

Unfortunately, all the checks turned out fine.

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