Not receiving emails from atlassian

[Gary]

Hi! I've been trying to get my "8 digit code" verification email to access to Jira but it not being delivered.  Here are the options I've tried:

1. I have checked my quarantine list and spam folder
2. I have tried signing out and back in 
3. I checked the email notification configuration and I still have everything enabled 
4. I can see the notifications in the notification bell menu
5. My email server is not blocking any domain or site
6. I can receive external email from other services.

Note: Not really one for the community I just saw other users have been added to a 'list' so I want someone at Atlassian to check for me :)

[andres.goens]

Hi @Andy Heinzer , I'm also having the same issue, but with a different account (and thus, email), namely [removed]

Could you maybe check if it was also in a filter in a similar way? I do get emails for example for resetting my password, but not the verification emails.

Ironically, I cannot ask here because to ask here with that account, I need to log in, and to log in, I need to receive an email, I'm surprised that everyone else can do this.

Thanks!

[Andy Heinzer]

Hi @andres.goens 

That other account seems to be incorrectly flagging our messages as spam.  When trying to send mail to that address there is a response of

Timestamp	Atlassian Mail Transaction ID	Message ID	Event Type	Response
2025-01-29T18:21:18.000Z	23c61105-56f6-4f96-8959-038f0a2cf812	<23c61105-56f6-4f96-8959-038f0a2cf812@id.atlassian.com>	bounce	550 Message discarded as high-probability spam

That SMTP response of

550 Message discarded as high-probability spam

This means your mail is server flagging our message as being spam.

I would recommend reaching out to your mail administrator.  I don't believe there is currently anything we can do from our side.

[ANROS Group Support]

Hi Andy, i'm having the same issue. Are you able to check this for me? email is info at anrosgroup dot com.

[Andy Heinzer]

Hi @ANROS Group Support 

I found there was a suppression to at least one account on that domain.  There was a response from your SMTP server of

550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. For more information, go to 550 5.1.1 https://support.google.com/mail/?p=NoSuchUser x184-20020a6386c1000000b005dc85e8a9e1si14301518pgd.45 - gsmtp

Our system shows this response at a timestamp of 2024-04-04T04:29:30.000Z

I have cleared any email suppressions for all users on your domain.

Andy

[ANROS Group Support]

Thank you Andy, this worked now. The email was setup as an email alias now i had created a separate email address for it.

Appreciate your help.

[Andy Heinzer]

Hi @gbowers I found there was a suppression on your account.  I have gone ahead and cleared this from our side.  Please try again to resend the verification code.  You should be able to receive it now.

Andy

[David Turnbull]

Please can you advise what suppression is? My colleague is having a very similar problem.  He has used Trello for many years, and is now trying to log into Trello on a new computer and never receives the verification e-mails.  All the suggestions provided above (and others have been tried) without success.  Are there any other methods available to gain access to the account on the new computer when e-mail verification isn't working?

[Andy Heinzer]

Atlassian maintains a list of invalid email addresses.  If when our cloud services attempt to send a message to an email address, if that destination SMTP server provides a specific response that indicates that the email address in invalid in some way, that address is added to our suppression list.  As such, Atlassian will not continue to attempt to send messages to that address, even if subsequent attempts are made.

If this happens because the mailbox was deactivated and reactivated, then I'd suggest having that user create a support case with us over in https://support.atlassian.com/contact so that we can investigate this further to attempt to clear the suppression.

[David Turnbull]

Thank you for your reply. Andy  They have managed to resolve the issue now.  Turned out to be a strange setting within PLESK on the server that was filtering out the e-mail.  However, you suggest the raising of a support case with Atlassian using the supplied link - I cannot see a way to raise a support ticket (especially if you are not logged in which was the problem).  Everything I select just takes me to FAQs / forums.  Is there a way to actually raise a support ticket with Atlassian?

[Andy Heinzer]

Not all users can utilize the Technical support option.  For example non-admins of paid plans, or all users of free plan sites only have support here in Community.  However you could possibly change to use a different option such as "My account" as a means to reach our customer advocate team.