Managing Users who don't get password emails

[Nick Danson]

Hi,

I have a user who for some reason does not receive password reset emails from Jira.  All other users in the organisation do, just not this one.  He does however receive notifications for jira issues so the email setup is correct, just the password notifications that are wrong.

Is there a way to set the password as an administrator? 

We're setup as Managed Accounts but I'm beginning to think that is a mistake and this would be easier to manage if we could downgrade from this setting.  Has anyone got any ideas on how we could do this?

Thanks

Nick

[Ignacio Pulgar]

Hi Nick,

As a site administrator, you can reset a user password by clicking on the user's username from User Management, then clicking on the Reset Password button from the top-right corner:

If Jira emails are not being received just by one user, they are probably being sent to the spam folder, skipping the inbox. Make the user check it and flag those emails as 'not spam', or even create a filter so that emails from Jira's email address never skip the inbox.

Hope it helps.

[Ignacio Pulgar]

Also check if the user's email address is correct, as it might have a typo...

[Nick Danson]

Hi,

Thanks for the response.  We've checked all the spam email filters and the user's mailbox and the emails just don't seem to be arriving.  It's on Office 365 so we can do an email trace and nothing shows up, so very odd indeed.

My worry is that we're moving to Jira Servicedesk and if this problem is more widespread we won't know that our customers aren't receiving email notifications.

So, we need a way to reset the password without needing to receive an email, or if we could change the email address, reset the password and then change it back again then that could also work.

Is there any access on Jira Cloud to be able to see an SMTP log of outbound emails?

Thanks

Nick

[Radhika Suresh]

I've run into the same problem while trying to activate a formerly inactive user. Password reset email is not reaching the user's inbox. Nothing in the spam folders. Atlassian domain has been added to the mail server whitelist, but not helping. We are on JIRA Cloud.