Email invitations not sent

[Maxime Boil]

When we started using Jira Cloud a few months ago, the invites were working fine. I managed to invite multiple colleagues in our workspace by mail.

But since a few weeks, we are unable to send an invite to someone.

We've checked with our admin team in charge of our mailing server and they don't see anything from Jira. Theres nothing in the spam folders, trash bin, ...

[Sachin Dhamale]

@Maxime Boil 

Welcome to the Atlassian Community.

One thing you can do is try to invite user form user management section. If they are successfully invited then there is some issue with your Email server.

If its fail then raise the issue with Atlassian https://support.atlassian.net.

[Maxime Boil]

Hi,

This is where we already try from... 

I also tried to delete the user and to send the invite again, but that changes nothing

[Sachin Dhamale]

@Maxime Boil - If its also not working from user management section then you can contact support.atlassian.net 

[Jack Brickey]

Can you provide more info? How are you inviting users? Are the invites going to users in your company's domain and have previously successfully invited users been in the same domain? How do the users appear in admin > user management > users, e.g. do they appear in the list with "resend" displayed? If you email the URL of your instance to the user directly from your mail client, can they hit the app and complete their signup?

[Maxime Boil]

Hi,

So, for your questions : 

How are you inviting users? With the user management admin panel

Are the invites going to users in your company's domain and have previously successfully invited users been in the same domain? Yes, we already have users successfully invited from that domain. I just tried with another this morning and it worked fine. It's just that one user that is "stuck".

How do the users appear in admin > user management > users, e.g. do they appear in the list with "resend" displayed? The status is "invited" and the "resend" button is displayed.

If you email the URL of your instance to the user directly from your mail client, can they hit the app and complete their signup? The user gets a page where it asks him to complete his signup with the link in the email. He can "resend" the email, but still he receives nothing.

[Jack Brickey]

If it is a single user of same domain then I have to assume the user has some rule acting on the email or in their junk folder. I would check wit IT to check the email server to verify it is received and set to user.

[Maxime Boil]

It was already done, as mentionned in the initial post : "We've checked with our admin team in charge of our mailing server and they don't see anything from Jira. Theres nothing in the spam folders, trash bin, ..."

[Jack Brickey]

But your IT sees it for any other user? My only thought her is to ensure IT is indeed 'looking in the right place'. Beyond that my question turn to what is unique about this user? Is it possible that this email was previously used for a user that was deleted?