Verification email is not going to user

[rhaupert]

I have tried to invite a user and they don't get any emails from Atlassian. I don't see anything in Microsoft's message trace no emails for this specific user are hitting our end. I can still get the user to login with the Microsoft SSO but when it goes to send the verification email, it never gets sent. I've only ever had this issue for one user. Is there anything I can do to resolve this issue in Jira?

[Trudy Claspill]

Hello @rhaupert 

Welcome to the Atlassian community.

Have you tried resending the invitation as discussed in this article?

https://community.atlassian.com/forums/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025

[rhaupert]

Hello Trudy,

Yes I did try a re-invite and unfortunately that did not fix the issue. I even tried a password reset email to test other email types but no emails from Jira ever send to this user. I double check our tenant email message trace and nothing gets sent to the user from Jira/Atlassian.

[Trudy Claspill]

Did you check for a blockage reason in Jira > System > Admin email audit? Was a reason listed of is there no record there either?

Is this an invitation for a new licensed user, an user that is already licensed, or a customer user?

[rhaupert]

Admin email audit just states "There are no unsent items to display." I checked down Invite not sent, blocked, and bounced.

This is an invitation for a customer user. Which the user never gets the invite either, but if I go to the Jira login it will get to that point where it asks  for authentication and it never sends that email.

[Trudy Claspill]

Thank you for that additional information.

It is possible that the user's email has been suppressed by Atlassian. To find out if that is the case open a support ticket directly with Atlassian and provide to them the email address and ask if it has been added to the suppression list.

https://support.atlassian.com/contact/#/