One user is not receving Atlassian emails

[Rémy Dupuis]

Hello,

The issue is that one user don't receive any email, there's no issues in the email tool, the user is unable to receive password notifications, sign up notifications, anything. There are no rules that would impact this as I am the system administrator. I have followed the IP and domain whitelisting at the beginning of using Jira.

Can you check on your side ?

Thx in advance

[Petter Gonçalves · Accepted solution]

Hello @Rémy Dupuis

This is Petter from Atlassian Support. Welcome to the Community!

I've opened an internal ticket for you, as we will need some confidential information to further troubleshoot your issue. I just sent a message through that ticket describing the required information, which you should've received in your email.

Please, let us know that information to proceed with your support.

[John Funk]

Thanks @Petter Gonçalves !!

[John Funk · Accepted solution]

Hi Rémy,

You need to open a support ticket with Atlassian to see if the email address has been blacklisted for some reason. That has nothing to do with you whitelisting IPs on your side.

https://support.atlassian.com/contact/#/

[Rémy Dupuis]

Thx for your quick answer, but with the free version, I don't have access to the support, only to the forum.

[John Funk]

Okay, let me see if I can get someone from Atlassian to take a look.

[Rémy Dupuis]

Many thx

[Rémy Dupuis]

Hello,
I have the same issue again.
Would it be possible to unlock an other user for me ?

Best Regards

[Andy Heinzer]

Hi @Rémy Dupuis

I have cleared the suppressions from our side. I found the following message in response:

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [MR2FRA01FT015.eop-fra01.prod.protection.outlook.com]

When we have this specific error code, there are steps you can take to prevent this problem.  I would recommend walking through this article over in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108

It explains some steps you can take from within Office365 to prevent this from happening in the future for active email accounts. 

Cheers,

Andy