User locked out

[Paul Fairweather]

We have a user who is locked out. Reset PW emails will not get through. We have tried deleting and re adding but does not help. We are not receiving an email onto our server

Any thoughts please....

[Alex Koxaras -Relational-]

Hi @Paul Fairweather and welcome to the community,

This use has an Atlassian account, correct? And you can verify that the user can receive emails from other sources, e.g. from you and from a user outside of your organization, correct? 

[Paul Fairweather]

Hi. Yes we have a free account. Yes the user is receiving emails from internal and external sources as normal

thank you

[Alex Koxaras -Relational-]

Is the outgoing email server enabled https://YOURDOMAIN.atlassian.net/secure/admin/GlobalMailSettings.jspa

Has he checked the spam folder?

Are the other users receiving any email notifications and/or a prompt for a password reset?

Does that user has application access? Can you share a screenshot?

[Paul Fairweather]

Hi

Our group IT have confirmed that the email is not hitting our server. Everyone else is working fine, he was before the PW issue

there has been a suggestion that his email has been added to some sort of blocking list?

[Pavlo Karatnyk]

Hi, Were you able to resolve this?