One user that is not receiving email from [email removed]

[Daniel LeBreux]

Hi, community.

We have a user who is not receiving emails from Jira@ourDomain.atlassian.net. Other users, including myself, are receiving these emails without any issues.

I performed a Message Trace in Exchange and found no entries for this user. Typically, if there were an issue, it would show a status such as success, denied, blocked, or forwarded. I can see that all other users in the group receive my test emails.

Here are the steps I’ve taken so far:

1. Removed the user from the group and re-added them.
2. Had the user sign out and back into their account.
3. Verified our email settings in Jira.
4. Checked the user’s settings, which appear to be correct.

Does anyone have any ideas on what might be causing this issue and how to fix it?

[Trudy Claspill]

Hello @Daniel LeBreux 

Welcome to the Atlassian community.

It is possible that the user's email address has been blacklisted on the Atlassian side.

An administrator for your Atlassian products or your Atlassian Organization can open a support case directly with Atlassian to check on that.

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