not receiving Recovery link

[jcarinan]

One of our user is not receiving the email from recovery link.  Please help.

This is her email (<email_removed>)

@Ana Retamal  Can you you please check if the email is in suppression list or block in your system? Thanks.

[Theodora Boudale · Accepted solution]

Hi @jcarinan and welcome to the community!

The user's email was indeed in one of our suppression lists, so I went ahead and removed it. If the email account of this user is active, she should be able to receive our emails now.

I am not sure what recovery link you are referring to, is this a password reset email? Whatever this email is, you need to request it again now, because the previous emails we tried to send were dropped.

Please feel free to let me know if you have any questions.

Just a heads up, I removed the email address from your post for privacy reasons.

Kind regards,
Theodora

[jcarinan]

Hi @Theodora Boudale , this is a password reset email.  And yes it is now working.  Thanks!

[Sam Hammond]

Hi @Theodora Boudale

I'm having a similar issue over on this thread - https://community.atlassian.com/t5/Confluence-questions/Recovery-link-never-arrives/qaq-p/2264978?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*

[Theodora Boudale]

Hi @Sam Hammond,

I am looking into it, I will reply to the other question you created.

Kind regards,
Theodora

[jcarinan]

@Theodora Boudale Can you check if the email is in the suppression list? Thanks