Customers sometimes do not receive email with our support-answers

[WeLearninBits]

Hello, in the last weeks it sometimes happens that requesters do not receive our answers via the ticket system by mail. We cannot recognize any regularity in this. Both new and existing customers are affected by this. Also the creation of an account is not possible for the affected mail addresses, because no confirmation mail can be received. We have tested this behavior with several mail addresses and different providers.

We are very grateful for your help or ideas!

[Jack Brickey]

Hi Eric, welcome to the community. Could you share a bit more information?

• is this a CMP or TMP project type?
• could you please provide a screenshot of your customer Notifications under project settings
• could you go under admin user management Jira service management and check on one more of those customers to see that they are in good standing and have not been revoked