Contractor unable to access JIRA and to receive the invitation email

[Stefano Mei - QIAGEN]

Hello!

We work with contractors that have access to JIRA for our internal project.

There is one user that cannot access JIRA, and cannot receive the invitation email. The email address is working, and correct. 

I have re-set the account a few times, sent several invitation emails, and even Canceled the account, and created a new one.

What could be the issue, please?

Thanks!

[John Funk]

HI Stefano - Welcome to the Atlassian Community!

You should open a support ticket with Atlassian to see if the user's email address is on their Suppression list for some reason. 

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

[Cristian0791]

Hi Stefano,

Hope you are doing well.

The issue of a user not receiving the JIRA invitation email despite your efforts can be due to a few different factors. Here's a step-by-step guide to troubleshoot and resolve the problem:

1. Check the Spam/Junk Folder

• Ensure that the user checks their spam or junk mail folder, as invitation emails can sometimes be incorrectly filtered.

2. Email Filtering/Firewall Rules

• Corporate Email Filters: If the user is using a corporate email account, the email might be blocked by their company's email filtering rules or firewall.
• Whitelisting: Ask the user’s IT department to whitelist emails from the domain *.atlassian.net or jira@yourdomain.atlassian.net.
• Email Provider Filters: Some email providers have strict filters. The user might need to check with their email provider or check email filtering settings.

3. Email Address Typo

• Double-check the email address for any unnoticed typos, even minor mistakes can prevent the email from being delivered.

4. Check JIRA Email Sending Logs (If Available)

• If your JIRA instance has email logging enabled, check the logs to see if the invitation email was sent or if there were any errors.

Hope this helps.