I can't recover my password
Asked by Felipe Monroy:

Hi all, I'm having troubles recovering my password. First of all this is not my account because Atlassian is asking me for an account to post anything, which is sort of pointless for I'm not being able to log in.

I did all the troubleshooting they mention, we have 365 Exchange and Trend and we have checked all the logs and run all the email traces. Emails from Gmail for example are coming through correctly but there's no sign of any Atlassian email.

Any clues? Thanks.


Answers:
author: Felipe Monroy
body: I was able to got hold of someone in their chat and they unblocked the account and was able to reset the password. Cheers guys.


author: Prachi Bolar
body: Hello [@Felipe Monroy](/t5/user/viewprofilepage/user-id/1392255)

Welcome to the Atlassian Community

I understand that you are not receiving emails. I suspect this is due to the email suppression

Adding to the suppression list is a mechanism to avoid spamming recipient mail servers and indicating that an error has occurred, having identified they are not available to receive the email. The recipient may not be available due to various reasons some of which are, but are not limited to - DNS Resolution, Mailbox being full, Network issues, Firewall rules, Mailbox unavailable, Mail Servers facing reach-ability issues, User not setup, mailbox being inactive, etc.

We have a community post that can help you to un-suppress emails. Please find the posts below

<https://community.atlassian.com/t5/Jira-articles/Unblock-user-invites-to-Jira-with-our-new-unsent-invitations/ba-p/2698025>

<https://community.atlassian.com/t5/Jira-articles/Unblock-users-in-Jira-with-our-new-unsent-email-audit/ba-p/2724433>

If the you are not part of the suppression list , request you to reach out to support here: <https://support.atlassian.com/> so that we can further check the account.

Thank You,

Prachi


author: Trudy Claspill
body: Hello,

It is possible that your email address has been blacklisted if you are not receiving any emails from Atlassian. Are other people who have addresses in the same email domain still receiving Atlassian emails?

If your organization is using a paid Jira plan then your Jira Administrators and Organization Administrators should be able to open a support case directly with Atlassian to find out if your specific email address has been blacklisted, and get that corrected. They would open that case at <https://support.atlassian.com/contact/#/>

If your organization is on the Free plan then you won't be able to open a support case, but we can escalate your issue here, through the community, to have Atlassian open a case on your behalf. The support case will be connected to the user who created this Question.


author: Felipe Monroy
body: Thank you so much [@Trudy Claspill](/t5/user/viewprofilepage/user-id/3569011) and [@Prachi Bolar](/t5/user/viewprofilepage/user-id/5217155) for your responses, I think that's the issue. However I am in a deadlock. I am the Org Admin, and because I can't recover my password I can't login, hence I can't unblock my email. At the same time, because we're using free Jira I can't ask Jira support to remove the email from the suppression list because they don't provide support to free account, this is so frustrating.


Tags: atlassian-accounts

cloud

jira-cloud

not-applicable