Not receiving Password reset email

[Rot Lop Fan]

When i select forgot password on one of the Atlassian community sites and follow the instructions, the email doesn't arrive in my email's folders or spam.

I have tried logging in with my email and password instead of username and password. I have tried waiting a couple days for the email to arrive but it never does.

Can anyone provide assistance?

Thanks!

[Andy Heinzer · Accepted solution]

The Community site is now using our https://id.atlassian.com/ site to handle authentication and password resets.   I would expect this to be an email address, but it might be possible to have a specific username instead.

1. What email address are you using when trying to login?
2. Are you using the "Log in with Google"?
3. When you click the reset on https://id.atlassian.com/login/resetpassword you are obligated to use an email address here.  Please let me know the email address you are using here.

Please let me know.  With this information, I can then proceed to my own internal support team that can better help us understand if there is a problem with sending of these messages from our side.

[Rot Lop Fan]

1. [redacted]

2. Yes

3. See #1

4. The community site i'm having difficulties, in specific, with is Bugs.mojang.com

[Andy Heinzer]

Oh I understand now.  That is not an Atlassian Community site.   This site we are on now is Atlassian Community https://community.atlassian.com   That site you are referring to is running a server version of Atlassian's Jira.  However Atlassian has no control over the system settings or mail settings this Jira installation has.   I am not sure if they have disabled these messages, or perhaps their environment might be routing/filtering these in some way.

However there is nothing we can do from our side to fix the sending of emails here on that system.  Ultimately, you are going to need to reach out to the Jira administrator for that site and explain this problem to them.   I would recommend reaching out to https://help.mojang.com/

It appears that they have a form on their site specifically for password reset and account login problems at https://help.mojang.com/customer/portal/emails/new

If that does not help, you might try their twitter support channel: https://twitter.com/Mojang/lists/mojang-help

I would recommend including the specific URL you are trying to login to when creating a request like this so that they can better route your request.

[Calvin Laarakkers]

The link are referring to minecraft forums.... i think you have posted the wrong links.

[Warren Kent]

LOL

[Andy Heinzer]

Hi @Calvin Laarakkers The original poster noted the specific Jira site where they were trying to login to in their first reply.  In their case, this was specifically the Jira site being operated by mojang.  So no, my links were not wrong for the original question.

But I realize that the previous answer might not directly help yourself or other people with a related problem.  To anyone that might have found this thread searching from Google, the answer to this question depends on where your Jira site is being hosted.  Because there exists a different answer for different platforms, I'll try to update this to better server anyone that might find this again in the future.

For Jira Server and Data Center Editions, you are going to need to reach out the Jira Server admin in order to get their help here.  These editions could be setup to use nearly any email service that supports SMTP.  If you have already trying to follow the password reset on [yourjiraURL]/secure/ForgotLoginDetails.jspa then you could try to see if the Jira Server site has enabled the Contact Site Administrator's page under [yourjiraURL]/secure/ContactAdministrators!default.jspa

But if they have not setup this feature yet, it's not clear how you could try to get in touch with the Jira Server administrators. 

However for Jira Cloud sites, this is something that Atlassian support can help investigate.   I would strongly recommend that you reach out to your Jira Cloud site-admin or technical contact and ask that they create a support case for this at https://support.atlassian.com/contact

Be sure to include your email address and the specific URL of the site where you are trying to reset the password.  Sometimes there are blocks put in place should a message be rejected by a mail server.  If your account in Jira Cloud is not the site-admin or technical contact for that site, then trying to complete that form there will redirect you here to Community.  More details in Atlassian Support Offerings.

[Terri Tattan]

The contact link provided does not provide assistance for free plans.

We have a user who received an error about a compromised password, promising a password reset link email which never came.

How can we get help with this?

[Andy Heinzer]

Hi @Terri Tattan 

I found there was a suppression on at least one user's account on your same email domain.  I have cleared the suppressions for all users on your domain.  Have that user try to re-send the password reset now.   They should be able to get the reset email now.

[Terri Tattan]

Thank you for the assistance - will do!