when we sent email with jira number in subject , email content will be automatically update in jira

[DINESH KUMAR R]

when we sent email with jira number in subject , email content will be automatically update in jira projects change number. Now it was broken

[Anusha A]

Hi Dinesh,

Thank you for writing to the community and sharing the information related to the issue you are facing. I suggest you to check out this article related to rate limiting and follow the steps in the solution section - 

• https://support.atlassian.com/jira/kb/email-requests-failing-due-to-rate-limiting-and-access-token-retrieval/ 

Post this if the issue persists, I shall create a support ticket on your behalf to review the settings from backend. 

Regards,
Anusha A 

[Bill Sheboy]

Hi @DINESH KUMAR R -- Welcome to the Atlassian Community!

What do you mean by "it was broken"?  What do you observe happening?

Have your site admins modified the email handler settings as that could impact the behavior for emails updating work items?

Kind regards,
Bill

[DINESH KUMAR R]

We use JIRA to create changes, and once a change is created, we receive a change number (e.g., VS-4755). We then send an email notification to the customer about the activity, including the change number in the subject line.

Previously, when we sent an email with the change number in the subject, the notification would automatically update the comments section of the corresponding JIRA change (VS-4755). However, this update is no longer occurring.

Note: Our organization admin recently left the company.

[DINESH KUMAR R]

Connection status From To Details
RATE_LIMITED
26/Jun/25 7:09 PM 27/Jun/25 12:03 PM Retrying in 1440 minutes - Email pulling has failed 18 times consecutively (Reason: Could not retrieve access token for connection [9])
FAILURE
20/Jun/25 12:16 AM 26/Jun/25 7:08 PM Could not retrieve access token for connection [9]
RATE_LIMITED
25/Jun/25 7:07 PM 26/Jun/25 7:07 PM Retrying in 1440 minutes - Email pulling has failed 17 times consecutively (Reason: Could not retrieve access token for connection [9])
RATE_LIMITED
24/Jun/25 7:06 PM 25/Jun/25 7:05 PM Retrying in 1440 minutes - Email pulling has failed 16 times consecutively (Reason: Could not retrieve access token for connection [9])
RATE_LIMITED
23/Jun/25 7:04 PM 24/Jun/25 7:04 PM Retrying in 1440 minutes - Email pulling has failed 15 times consecutively (Reason: Could not retrieve access token for connection [9])

[DINESH KUMAR R]

issue fixed after fixing the email credentials