New user in jira not getting invitation email?

[Tony Alessi]

Hi,

I set up a new user and he is not getting the password reset or new invitation email.  I verified the email is correct.  Any tips?  We checked junk/clutter folders. 

[Tony Alessi · Accepted solution]

I contacted JIRA support, they found his email bounced.   They fixed it and now it is working.  Nothing I could have done on my end.

[James A]

It's 2022 and this issue still persists! We are having this exact problem and you can't reach support because we don't have a paid account. They send you here and when you get here you're told to submit a ticket, which is impossible without a paid account! If you're going to provide application to the public, how about make it one that actually works! Noe of the three invited users including myself has received an invitation! What a platform!

[Arjun Hazari]

@Tony Alessi Can you confirm

1. outgoing mail is configured and emails are sent out ?

2. The email ID is correct
3. Have you tried re-sending the invite.
4. Have a look at https://community.atlassian.com/t5/Jira-questions/New-User-Invitation-Email-Not-Sent-Out-on-Jira-Cloud/qaq-p/775295 and https://confluence.atlassian.com/jirakb/how-to-re-send-invitation-emails-for-new-jira-users-779160875.html
5. last thing you need to check is the logs.

[Moses Thomas]

@Tony AlessiOK you use cloud so  try  work around solution and  see

[Tony Alessi]

1 - yes, other emails to other users and myself all work

2 - email id is 100% correct, but it is hard to tell if an extra space is in there at the end or not, jira does not let me edit the email address

3 - yes, sent multiple times

4 - I will look at this link

5 - check what logs?  in the email system?  I need to engage another group if so

[Tony Alessi]

I contacted JIRA support, they found his email bounced.  They fixed it and now it is working.  Nothing I could have done on my end.

[Moses Thomas]

@Tony AlessiHave you configure your mail server  correctly ? try to  reset your password and see whether you  get  mail,  you  can  also check  mail server logs by  resetting user password again  and see whether there is record in  logs.

Best!

[Tony Alessi]

Yes.  I should have mentioned this is one of hundreds of users.  Only one that is not working.  All other jira emails work.  Just this one user fails.

[Moses Thomas]

@Tony AlessiOk sometimes it takes some time before the mail comes try  reseting  again

best!

[Tony Alessi]

It has been an ongoing issue for several days with him not getting the mail.  His other email is received fine.  I think this is a jira issue.  How do I contact jira support team?

[Moses Thomas]

@Tony Alessihere you can https://support.atlassian.com/contact/#/

best!

[Tony Alessi]

Thanks a lot!  I was having difficulty finding that. 

[Tony Alessi]

I contacted JIRA support, they found his email bounced.  They fixed it and now it is working.  Nothing I could have done on my end.