Invites not arriving

[Gangmin Lee]

https://community.atlassian.com/t5/Jira-Software-questions/New-user-does-not-receive-invitation-mails/qaq-p/1988260?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*

I have written above posting, researched and tried, but could not get anything from Jira. I assume that it's clear on my end. So I want to make sure the suppression list is clear for us. My team is only 5 users so far... upgrading to standard to get a support ticket is too much to get an invitation for now.  Is there any chance to get a ticket without upgrading to standard?

Thanks in advance.

[Daniel Eads · Accepted solution]

Hi @Gangmin Lee ,

I've checked our suppression list and found some users on your domain. The error message our mail service received was the 550 5.4.1 "recipient address rejected: access denied" error covered in this article . I would recommend following those steps in Office 365 to ensure future emails don't bounce back to the Atlassian mail service.

The suppressions for email addresses on your domain have been cleared, and if you re-send the invitations, they should go through this time.

Thanks,
Daniel

[Gangmin Lee]

Hi @Daniel Eads ,

Great! we just got a newbie in our team.

Many thanks!

[Ismael Jimoh · Accepted solution]

Hi @Gangmin Lee 

I will suggest checking the following:

1. Go to The outgoing mail section of your instance and confirm that the email is enabled.
2. To ensure this isn’t an issue with your mail service does sending an invitation to an email not under your work domain result in the same behaviour?

If the above are true and you cannot find the email filtered out then unfortunately, you’ll need Atlassian for this.

As we have no access to logs, it is near impossible to figure out what exactly is going on.

[Gangmin Lee]

HI, Ismael Jimoh

Appreciate for your answer.

1. Yes all our team is working with email internally and externally so far.

2. As I know our email system works great with Office365. The problem is only one member. All the other members got their invitation and are using very well.

Hope it's right answer for you.

[Ismael Jimoh]

if the issue is for a single user then I’ll suggest the following.

1. Ask the user to setup an account at id.atlassian.com or my.atlassian.com 
2. The user should then provide you the email address they used
3. Add the user to your instance directly (not by invitation)
4. Try and grant the user specific application access
5. Provide the url to your cloud instance to the person

I believe the user should normally then be able to get the necessary access.

[Gangmin Lee]

Just stuck from the first. I can see the message "To complete setup and log in, click the verification link in the email we’ve sent to ***@***.com", though, still nothing in the inbox, junk or spam...

Thanks for the reply anyway.