How to troubleshoot Email invite issue in jira cloud?

[Maulik Modi]

We see that JIRA cloud does not have an option to Add New User. However, we are not able to receive an email invite from JIRA cloud when we invite new user.

Reference: https://community.atlassian.com/t5/Jira-Software-questions/How-do-I-add-a-user-without-an-email-invite/qaq-p/1127568

Is there any place where we can check the logs?

@Dario , you most likely should have an answer

[Dario B · Accepted solution]

Hello @Maulik Modi ,

Please notice you tagged a different Dario ;) 

At this current point in time there is no way you can troubleshoot email notifications from your side, not having access to the logs. Therefore, we have the below bug ticket open in our system to have this addressed:

• [JRACLOUD-67264] Email notification stops working without any error indication 

For the rest:

• I have checked for blocks related to email addresses from your same domain and I have removed the ones I've found. 
• In case this won't help, being the site admin of a site with standard (non free) license, you can create a support request by using below link and (please provide the email addresses of the users unable to receive notification in the ticket description):
  •  https://support.atlassian.com/contact

Cheers,
Dario

[Maulik Modi]

@Dario B , Appreciate your response. You are doing a great work. https://jira.atlassian.com/browse/JRACLOUD-67264 got official response after 5 years from the first report. It says, issue has changed to suggestion. Looks like it will not resolve before 2025. 

[Damian Wodzinski · Accepted solution]

If you need logs, you have to contact Jira support.

But if you are sending an e-mail invitation, you can try to check in on the enduser mail server. For example, in windows exchange admin site, you can access the user account, and try to find details about incoming mail. In our case, most of the time there was a problem with mimecast - software to protect users from being attacked by phishing or something. Mimecast each time opened the links inside e-mail, to check if they are valid. After this, e-mail invitation was used, so whenever user clicked on the link, there was a message saying: "Link has already been used".