New User doesn't receive invitation mail

[Miriam_Hänle]

We have a new employee at our company but he doesn't seem to receive the invitation mail. 

I resend the invitation now various times, and quadruple checked if the email was entered correctly. 

What can we do?

[Gary Pasquale]

Hi @Miriam_Hänle,

The first step is to prove that the mail is actually leaving JIRA.

From experience, in nearly all cases, the mail is being sent, it's getting blocked along the way or ending up marked as spam by the recipient's email server. But you just need to prove this.

Start with JIRA's mail queue after you send the invitation. Does it appear in there? If not, check the atlassian-jira-outgoing-mail.log. You'll probably need to switch on debugging for mail under the logging and profiling UI.

Once you've proved the mail is being sent you can then focus on the recipient.

• Have they checked their spam/junk folders?
• Do they have any rules set up that may be diverting the email to another folder?
• What is there location? Do other users in the same location receive JIRA notifications? The mail my be getting blocked before it gets to the user. Is there a whitelist in place?

Hope that helps,

Regards,

Gary

[Yogesh Mude]

HI @Miriam_Hänle

Actually, we also have gone through the same issue two days back and i asked my colleagues that check with IT team is there any issue with the mail server or you need to contact with Atlassian Support for this.

It happens if your mail service doesn't lower Atlassian mails reputations.