Email invitation failed

[Ivan Nevmerzhytskyi]

Since we started using Jira, we never faced this kind of issue.
But recently, we created a new e-mail box (in Microsoft 365), and a friendly company tried to add this user to his Jira, but it failed. 

For some reason, no emails (from Atlassian) come to the affected user, and the user cannot log in, reset the password, etc. 

Affected Jira: [hidded]
Affected email box: [hidded]

From my side: no blockers, rules, quarantine, etc. (that may cause this issue) is not set up. 
More than that, other *@[hidded].com users may receive emails from different Jira servers. But only the affected user is not.

What are the next steps here?

[Andy Heinzer · Accepted solution]

Hi @Ivan Nevmerzhytskyi 

I found there was a bounce message to that address:

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [FR2DEU01FT006.eop-deu01.prod.protection.outlook.com 2023-07-04T13:36:06.114Z 08DB7C2F1CF63777]

Our Cloud services maintain a suppression list to avoid continuing to attempt to send messages to accounts where we have received a bounce from the destination SMTP server.  I have removed this account from the suppression list.  It should now be able to receive messages from our service again.

That specific error message has been known to happen on Outlook environments.  So much so, that we have an article that explains how users to can setup their client to avoid this problem again in the future, please see https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 

Regards,

Andy

[Ivan Nevmerzhytskyi]

Hello @Andy Heinzer ,

Thank you very much!

This fixed the issue, and the affected user can receive emails from Atlassian again.

I'm also grateful for the "spam filter bypass" link and plan to apply this to our environment.

Regards, 

Ivan

[Rudy Holtkamp]

Hi @Ivan Nevmerzhytskyi ,

Have you checked the audit log in https://admin.atlassian.com > Security > Audit log

Here you can search for the email account of the user and see if there are messages that indicate what is going wrong

If there is nothing there and you have checked your side thoroughly you should contact Atlassian support to figure out what is going wrong. 

[Ivan Nevmerzhytskyi]

Hello @Rudy Holtkamp ,


Unfortunately, it helps only in case you have more than Standard licensing.


Thanks,

Ivan