New Jira users aren't receiving invitation/welcome emails

[Michael Hodgson]

Hi there,

Hopefully, this is the right place, I have a similar issue to:

https://community.atlassian.com/t5/Jira-Service-Management/new-user-not-receiving-invitation-email/qaq-p/1852281

As was resolved by @Daniel Eads 

We have two new users we're trying to send out the Jira invites to Jira Software and Confluence and apply the licenses. These emails aren't being received by the users. They have checked junk emails, we've attempted to resend but they don't receive anything. I can see there have been some blocks recently, can this be checked for any blocks, please, and assist further as our new starters are keen to get going on Jira :)

Thanks in advance!

[Daniel Eads · Accepted solution]

Hi @Michael Hodgson ,

I see you were able to open a support case for this issue, and that the support engineer who picked it up was able to get it sorted for your new starters.

Cheers,
Daniel | Atlassian Community Support

[Amit Goswami]

What is the resolution, can you please share, thanks

[Michael Hodgson]

Hi @Amit Goswami  in our case, we had to contact Atlassian support - (Support.atlassian.com) - apparently the users mail ID had been added to a "suppression list" and receiving a '550 error' - which usually means the is either not available or unreachable, or there are potential firewall/mail rules blocking the email.

The support team cleared the users accounts from the suppression list, which allowed them to receive all "new" notifications. We resent the invitations, and all is well.

Hope this helps.