Invitation email does not arrive to the target

[vrano]

Hi there,

I wanted to invite 3 people to our team and sent invitation to them.
However, they does not receive the e-mail at all. I have tried resend and cancel&newly-invite multiple times and no chance.

[Theodora Boudale]

Hi @vrano and welcome to the community!

Do these three people have an email address from the same domain as your own email address? If so, I have cleared all emails from your domain from our suppression list. Email addresses can be placed on our suppression list if we attempt to send an email to them and their mail server responds with a hard bounce.

Can you please try sending new invitations now? Please also ask the users to check their Spam folder, and if there are any filters in their email account that would make our emails skip their inbox.

If you're still experiencing issues or if the emails of these users are from a different domain, you can create a support ticket for further investigation. A support ticket you create is not publicly visible, so you can share the affected email addresses. You can create a ticket for account related issues via this link:

• https://www.atlassian.com/company/contact/purchasing-licensing#/

Please feel free to let me know if you have any questions!

Kind regards,
Theodora

[vrano]

Thank you for investigating the problem. Yes the target people use same e-mail domain.

Unfortunately, the e-mail still does not arrive. I will investigate our setting and then consider making a supprot ticket.

[Theodora Boudale]

Hi @vrano,

Thank you for your email.

If these users already have an Atlassian account at https://id.atlassian.com/, please also ask them to check the following:

1. Open this page https://id.atlassian.com/manage-profile/email
2. Select the link email preferences center on this page
3. On the new page that opens, ensure that the option to receive notifications for Product Invitations is checked

If this option is checked for these users, or if the users don't have an Atlassian account yet, then please create a support ticket and share their emails. If we have the users' emails, we can check in our logs if the emails we send to them are being delivered to your mail server or not.

Kind regards,
Theodora