Not receiving a Reset Password on my [REDACTED FOR PRIVACY] account

[Maya Chami]

Hello. I have been trying to change my password for my account [REDACTED FOR PRIVACY], however, i haven't been receiving any reset password emails. Can anyone help?

[Ben]

Hi @Maya Chami 

We received the following SMTP bounce rejection from your mail server at some point, which added your email to our suppression list:

• 554 5.7.1 [internal] recipient address was suppressed due to customer policy

I've just removed your email from our suppression list. Please ensure your mail administrator whitelists our Bitbucket-centric email addresses to prevent this from occurring again:

• noreply@am.atlassian.com
• noreply+XXXXXX@id.atlassian.net
• no-reply@atlassian.com 
• noreply@mailer.atlassian.com
• notifications-noreply@bitbucket.org

Please retry the previous action and let me know if you receive the email.

Cheers!

- Ben (Bitbucket Cloud Support)

[Maya Chami]

Hello @Ben 

Thank you for your help! I just re-tried resetting my password again, but i still didn't receive the emails. I even checked my spam and it wasn't there.

Best,

Maya

[Ben]

Hi @Maya Chami 

May I know if you've spoken to your email administrators? We've just received fresh SMTP error bounces from your mail server as follows:

• 450 4.4.1 [internal] Connection Timed Out
• smtp; 550 4.4.7 Message expired: unable to deliver in 840 minutes.<421 4.4.1 Failed to establish connection>

I've unsuppressed your email account again, but please ensure your mail administrators have whitelisted our accounts to prevent blockages.

Cheers!

- Ben (Bitbucket Cloud Support)

[Maya Chami]

Hello @Ben 

I just had my email administrators whitelist the list of emails you sent me, and tried resetting my password once again. However, I still haven't received any emails, weirdly enough.

Best,

Maya

[Ben]

Hi @Maya Chami 

We're still seeing numerous SMTP rejections from your mail server, implying that there is a network firewall at your mail server end blocking our email connection attempts:

• 450 4.4.1 [internal] Connection Timed Out

In addition to the email address linked earlier, I'd suggest they also take a look at your network firewall settings:

• https://support.atlassian.com/bitbucket-cloud/docs/what-are-the-bitbucket-cloud-ip-addresses-i-should-use-to-configure-my-corporate-firewall/

Unfortunately, there's not much more we can do if your mail server is actively blocking our email attempts other than provide the errors we're seeing.

Cheers!

- Ben (Bitbucket Cloud Support)

[Maya Chami]

Thank you! @Valerie Knapp To give more context of the issue: I originally wanted to change my email; however, I wasn't able to directly do that because I use gmail to access my jira account. So I attempted to reset my password (AKA create a password for jira), in order to be able to change my email - to no avail unfortunately. Would greatly appreciate urgent help because my current email (the one connected to this jira account) is about to expire.

[Valerie Knapp]

Hi @Maya Chami , welcome to the Atlassian Community and thanks for your post. 

Let me escalate this to the Atlassian support, who should be able to help. They will reach out to you here in the post. 

Best wishes