New user not receiving invitation email

[Ruth Busuttil]

We are trying to connect a new user with our Jira account. However she is not receiving her invitation email.

She is receiving all other internal and external emails but not this.

She has also tried downloading the Jira App and signing up from there, but same thing happened. 

Is there another way to verify the account and login? 

Thankss

[Daniel Eads]

Hi @Ruth Busuttil ,

I've checked our mail service logs and found an email address on your domain with several failed delivery attempts in the last day. The user's email begins with a 'G'.

I've cleared the errors out of our mail service just now. Any additional invitation attempts should go through. Please have the admin give it another go and see if this person receives the email this time.

Thanks,
Daniel Eads | Atlassian Support

[Suvradip Paul]

Thanks @Daniel Eads  for checking and sorting it out.

[Jack Brickey]

Have you had the individual check their spam/junk folders?

one interesting test - Create a manual automation that has an email action to this individual. The trigger can be something like create issue with a special label condition. The goal here would be to see if she receives an email when the manual automation is executed.

[Ruth Busuttil]

Hi @Jack Brickey

Yes we did check spam/junk. I'll check about the manual automation thanks

[Suvradip Paul]

Hi @Ruth Busuttil ,

Thanks for posting and welcome to the community.

Could you please confirm are you the Jira Admin for this site? If not, could you please check with site admins to access the User management to invite the user?

Please let me know if that helps.

Looking forward to hear from you.

Cheers

Suvradip

[Ruth Busuttil]

Hi @Suvradip Paul 

Thanks for your reply. No I'm not the admin, but the Jira Admin has already invited the user several times through User management but to no avail.

Thanks

Ruth