Recovery link never arrives

[Sam Hammond]

Hi,

The user <email_removed> needs to reset his password. But when he does the "can't log in" process, the recovery link email never arrives. We have checked our mail audit logs and can confirm no email from Confluence or Atlassian ever arrives on our server at all. Can you please advise why this process isn't working?

[Theodora Boudale · Accepted solution]

Hi @Sam Hammond,

This user's email address was in one of our suppression lists because when we tried to send an email a few weeks ago we received a hard bounce response from your mail server with the message

The email account that you tried to reach is disabled.

I went ahead and removed the email address from our suppression list.

If the email account is now active, can you please ask the user to request a new password reset email? A new email needs to be requested now, as the previous ones were dropped.

Please feel free to let me know how it goes.

Just a heads up, I removed the email address from your post to comply with our privacy policy.

Kind regards,
Theodora

[Sam Hammond]

Thank you @Theodora Boudale 

[tiolukaka]

Hi @Theodora Boudale

I'm also experiencing this issue with the email for my organization's account, I'll appreciate it if you could help with this, thank you.

[James Sy]

Hi can I get some assistance as well? My colleague dillin is trying to request for recovery link but its never arrives.

[Sam Hammond]

BUMP...can anyone from Atlassian help please?

[Sam Hammond]

Thanks, @Harald Seyr. That would indeed be the issue as I recall now we had it before with a different user. Unfortunately, as we use a free version of Confluence we don't have access to the admin page to perform the one click and we are not permitted to contact Atlassian support.

I recall last time this happened, someone from an Atlassian saw our post and assisted as this can only be fixed by an internal team member

Hopefully someone from Atlassian sees this soon and can remove josh@itac.technology from the suppression list...

[Harald Seyr]

Hi @Sam Hammond 

the most likely reason is that the recipients mail adress is on the "supression list" from atlassian, this usually is caused by a bounce. Please check Unsuppress invitation emails with one click - Atlassian Community, maybe this solves the issue.

If this does not help, you should make sure to not have any typos in the mail adress and then contact Atlassian Support.

Regards,

Harald