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New user not receiving invitation email

Richard_Wu

There's new user joined company and I invited him as what I did before. However, this time the new user hasn't received anything. I tried to resend in user management tab for several times, and he carefully checked all the mail boxes, there's no invitation mail.

It worked well days ago. And I don't think it's due to company mail server as we're using same company mail server and others can receive invitation mail before.

Any possible way to figure out what goes wrong?

Accepted answers

Richard_Wu

After raising a ticket to Atlassian support, an Atlassian support engineer checked on their side and found the email was blocked at their side.

Then they just unblocked it and everything went well.

Yuan Li_l92nfv

We have the same problem. How could this problem lasted for years not corrected?

All comments

Warren_mz9b4z

Hi Richard

Obvious question, but worth checking : are you sure you have the person's e-mail correct? I always copy the e-mail address from Outlook to ensure no typos

Glenn M. Gobeli

We are having the same issues; have been trying to get a team member signed up for 3 days and email never arrives.

Richard_Wu

Surely I was doing same thing as you did... copy the email address from outlook.

But it's several day passed, and I tried to resend many times... he just received nothing.

Richard_Wu

After raising a ticket to Atlassian support, an Atlassian support engineer checked on their side and found the email was blocked at their side.

Then they just unblocked it and everything went well.

Peter Ma

cool, we get the problem too.

unknown

Hi Richard, how did you raise this ticket to the Atlassian support team?

Yuan Li_l92nfv

We have the same problem. How could this problem lasted for years not corrected?

Shannon S

Yuan,

The issue usually is that the user was signed up just as or right before their email was created, so the email host sends back a "550 user not found" error to us.

This then puts the email on a block list since the server essentially told us that the user doesn't exist. All it takes is for someone from Atlassian to remove that block, and then you can send a password reset email again.

We have a bug below to correct the issue. I would recommend commenting on the bug with your experience, and voting in order to show the number of users who have been affected by the issue.

ID-6288

Regards,

Shannon

Shannon S

Hi Jennifer,

I just saw your reply here while responding to Yuan.

You can raise your request from our contact form, and a member of the Cloud team will be able to remove the block for you.

Regards,

Shannon

unknown

I also have problems with invited user who don't receive an inventation message.

When I click Add customers in a Servicedesk the user doesn't receive an EMail.

Shannon S

Alfred,

If this is for Cloud then you'll need to raise a support ticket so we can have a look at the email logs and see if something is being blocked.

Regards,

Shannon

unknown

Hi Shannon,

I had this problem last week.

Today I deleted some of the users I added last week and added them again.

Now they receive an inventation message.

Seems to be solved.

Regards,

Alfred

Nicholas M

This bug has now been resolved. If a user has been blocked because of incorrect setup for example. you can now use the resend button in the users page to unblock the email and resend.

If its still not right i.e mailbox full, mail server down etc it will be re blocked again. Obviously fix the setup first, but now you can use the resend to quickly test you have fixed the local problems.

Jonathan_Salaveria

@Nicholas M @[deleted]

I still have this issue. Confirmed all of the above. Resend option doesnt work either. Is there any suggested trouble shooting steps? This shouldnt be so cumbersome.

Zachary Carnahan_9h8mrb

I am not receiving an email notification for my initial registration.

Mieszko Elas

Hi, I had same issue. Users didn't get invitation emails or not possible to reset their passwords. No email reached their inboxes.
Atlassian Support checked that they were no blocked.

I have invented simple workaround finally.

I asked user to install Jira cloud app on mobile and have password reset from the app. In result user immediately got email in his inbox and could access Jira.

Rachel O'Steen

I'm having this problem, too. I've invited 3 new users over the past few days and none have gotten their email. Two are from outside our company's domain and the most recent from within. I've resent to all 3 multiple times, but it never is received.

ThusharaJ

I got the same issue and was able to resolve it by creating a support ticket. Below is the response.

------------------------------------------------------------------------------------------

We received a rejection message from the recipient's email server. Once our email provider received the message, the email address was placed in a blocklist preventing any additional email from being sent to the address.

I've gone ahead and removed the email address from the list. Can you try sending the invitation again? It should go through this time.

Currently, there is no indication when an invitation email is blocked/rejected. We are aware of this issue, and we have an issue tracker open with our development team. You can access it here

I've linked this ticket to the issue tracker. Please consider adding yourself as a watcher as it is the best way to stay updated.

-------------------------------------------------------------------------------------------

Stephen Sifers

Hello Everyone,

We want to ensure you have the most up-to-date information about Bitbucket invitation issues and how to get support. With this said, we've published an article relating to this topic and how to best get support and quickly be unblocked.

Please see How to get support for Bitbucket Cloud invitation and notification issues.

In the above article, you will find the best ways to get unblocked along with the context of the problem, causes, and steps to know to avoid in the future.

Community Product Lead,
Stephen Sifers

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