Unable to receive 2FA verification email

[Jun Kit Wong]

Hi, 

We have a user on our team not being able to receive emails from the login flow, specifically 2FA emails to verify his identity when trying to login. Checked the Project email audit in Project Settings and seems like emails to this user is getting bounced with this message

Error from email provider: 554 5.4.7 [internal] message timeout (exceeded max time, last transfail: 421 4.4.0 [internal] no mail servers for this domain could be reached at this time)

I do not seem to have access to unblock this user from Project settings.

[Andy Heinzer]

Hi @Jun Kit Wong 

I found that one of your site-admins has already created a support case for this particular problem over in https://getsupport.atlassian.com/servicedesk/customer/portal/59/CES-60250

It appears that our support team is investigating this.

Andy

[Jun Kit Wong]

@Andy Heinzer I do not have permissions to view the request, able to grant me?

[Prachi Bolar]

Hi @Jun Kit Wong 

Welcome to community :) 

Please check the response here 

I can check this but would need the user email address here if its okay for you to share or you can raise a ticket with our https://support.atlassian.com/ so that we can login to your instance and check the user account 

https://community.atlassian.com/t5/Jira-questions/Re-Unable-to-receive-Verification-Email/qaq-p/2889790/comment-id/1073396#M1073396

Thank you
Prachi

[Jun Kit Wong]

Hi @Prachi Bolar , 

Unable to log a directed support ticket, when asked the URL of my Atlassian instance, it only shows me these options, no other options to log a support ticket

[Prachi Bolar]

Could you please provide me the user email or maybe the domain name like @abc.com ? 

This will help to further check on our end 

Thank you,

Prachi

[Jun Kit Wong]

@Prachi Bolar is there a way to hide or securely pass you the email domain to check?

[Jun Kit Wong]

@Prachi Bolar 

the user email is ***@***.com

can we check for this email if its being suppressed or blocked and can we unblock him?

[Prachi Bolar]

Thank you for the response :) 

I see the use email is failing due to 421 4.4.0 [internal] no mail servers for this domain could be reached at this time

• The destination mail server is unreachable or offline
• Firewall rules are preventing the IP address used to deliver outbound email to the internet is not allowed by the local firewall

I have unsupressed the user but it still fails with same error 

Here you will have to reach out to IT admin to rectify this error and see if there is any firewall set up or IP whitelisting from your end 

https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/

Please make sure emails received from@id.atlassian.com> and @AM.atlassian.com> are whitelisted and not marked as spam

similar issue here : https://community.atlassian.com/t5/Jira-questions/New-user-not-receiving-invitation-email/qaq-p/2102319

Thank you,

Prachi

[Jun Kit Wong]

@Prachi Bolar as a short term workaround, are we able to disable this account's email 2FA so he is still able to login and use Jira? 

[Jun Kit Wong]

@Prachi Bolar are you able to check the connectivity to the user's mail server by perhaps running a traceroute from the Atlassian mail server?

cloudmail102.zonecybersite.com or 43.227.231.102

[Mohanraj Thangamuthu]

Hello, Good day. Please refer to this link to check the status of the invite email : https://community.atlassian.com/t5/Jira-articles/Unsuppress-invitation-emails-with-one-click/ba-p/2230952

[Jun Kit Wong]

@Mohanraj Thangamuthu as a short term workaround, are we able to disable this account's email 2FA so he is still able to login and use Jira? 

[Jehan Bhathena]

Hi @Jun Kit Wong ,

Welcome to the community!

Usually in such scenarios, it happens that the mail gets filtered and ends up either in Spam or in a company's blocked emails folder.

Please can you confirm that the mail isn't stuck in either of these?

If the mail isn't present in either of the two would recommend checking with your IT team if your domain is reachable from external mail providers?

Lastly, If nothing works, https://support.atlassian.com/contact/#/ would be the best place to raise a ticket with all the details, so that they can also check at their end, if the email that you've used isn't in any mail suppression list.

Hope this help.

[Jun Kit Wong]

@Jehan Bhathena the user has already checked his spam/junk folder and still not receiving any mail. He has also checked with his mail server settings and is not blocking any mail from the Atlassian domain or IP addresses. Would like to check on your side if possible if the domain is reachable

[Jehan Bhathena]

Hey @Jun Kit Wong,

I'm not a part of the Atlassian Team, we are part of a community where we give responses based on our prior experience or uses.

I've tagged the Atlassian team for support on this thread though, someone from their team should get back to you here.

But I'd still recommend adding a support ticket for quicker resolution.

[Jun Kit Wong]

@Jehan Bhathena thanks so much for the help!