Not receiving email notification

[Peter Jenks]

Hi all

We're not receiving any verification emails when we set up more accounts for our domain.

We have:

• Our domain is chartroom.io
• The email we are trying to setup is samuel.jenks@chartroom.io
• Confirmed the email spelling.
• Checked the spam folder.
• Verified our domain (DNS) in Atlassian Admin and claimed accounts
• Tried more than one email account.
• We currently have 2 valid accounts claimed under our domain and are trying to set up a third.
• We don't have any corporate rules to block Atlassian.

As we're using the Free Version of Jira at the moment, I don't see a way to contact Atlassian Support directly.

Any support or suggestions would be welcome.

Is there a way I can speak to a Support Rep or log a support call as a free user?

[Peter Jenks · Accepted solution]

For the purpose of an answer for the Community, here is the sequence of events and how it was resolved.

1. I had created a new user in Office 365.
2. I had added created a new Atlassian user using the new email address.
3. The Verification Email from Atlassian bounced with an "access denied" error.
   • Apparently it can take some hours (up to 4?) for Office 365 to properly set up the new user/email.
4. After trying several different options, I changed from the Free plan to the Standard Plan. This enabled me to log a ticket with Atlassian.
5. Atlassian responded quickly, found the bounced email and unblocked the email account.
   • There is a feature in the queue to better inform the user if an email bounces. Here is the link below. Feel free to Up-Vote it if this relates to you.
   • JRACLOUD-67264 Email notification stops working without any error indication 
6. Following @Daniel Eads post above, I have implemented the new rule in Exchange.

[Carlos Garcia Navarro]

Hi @Peter Jenks ,

Did you check this article: https://support.atlassian.com/jira-cloud-administration/docs/configure-email-notifications/?

I also recommend to use Notification Helper as described here: https://support.atlassian.com/jira-cloud-administration/docs/use-the-jira-admin-helper/

[Peter Jenks]

Hi @Carlos Garcia Navarro 

Thanks for your reply. I have read your post and reviewed the article. This relates to Jira notifications. This is not the problem we have.

We are not receiving Email Verifications when creating a new account. Can you check the system to see if the email samuel.jenks@chartroom.io has been blocked for any reason?

Thanks.

P.

[Carlos Garcia Navarro]

Sorry I misunderstood your question, Peter. Just to confirm, have you also checked the notes here: https://support.atlassian.com/atlassian-account/docs/email-address-verification-issues/? 

Your issue sounds similar to this one that @Daniel Eads troubleshot for another user: https://community.atlassian.com/t5/Jira-questions/Not-receiving-verification-email-for-new-account/qaq-p/1767812.  (I'm mentioning Daniel, in case he can help :-) ) Thanks!

[Peter Jenks]

Hi @Carlos Garcia Navarro 

Thanks again for your reply. I have checked the article and checked all of the associated points but without success.

@Daniel EadsAre you able check that samuel.jenks@chartroom.io and the domain chartroom.io are not currently being blocked please?

Thanks

P.

[Daniel Eads]

Hi @Peter Jenks ,

I see that the email address you mentioned did have the block issue - although I also see you were able to open a support case. The support engineer handling that case cleared out the block on that email address yesterday. Mail should be able to flow to that address now.

One thing the support engineer didn't mention - I see you're on Office 365 (and the Exchange admin). You can follow the steps in Unblocking Office365 emails for Atlassian Cloud to explicitly allow-list emails from Atlassian to avoid bounces/blocks like this from happening in the future.

Cheers,
Daniel

[Peter Jenks]

Thanks @Daniel Eads , I have implemented the rule.