Not receiving email for password reset despite many attempts.
Asked by TekSecur Admin:

Hello

I am trying to reset my password, based on a new org policy change.

However, once click on the send password reset link, i am not getting any email in my mail box.

My email id is valid, spell check is done, there are no rules to block emails.


Answers:
author: Prachi Bolar
body: Hi [@TekSecur Admin](/t5/user/viewprofilepage/user-id/5575916)

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

comments: author: TekSecur Admin
body: Hello Prachi

There are two specific users from our team for whom the password reset link isnt working.

1. sanjaya.rao@teksecur.com

2. Kaushik.bhave@teksecur.com

Can you please help here and confirm when their emails are off the list.

Thank You


author: Nikola Perisic
body: Hello [@TekSecur Admin](/t5/user/viewprofilepage/user-id/5575916)

As it was suggested by Prachi,please take a look at this article here, where you can unblock these emails from the list.

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


author: Prachi Bolar
body: [@TekSecur Admin](/t5/user/viewprofilepage/user-id/5575916)

Thank you for your reply :)

Please try unblocking the users as per the article shared, If you still facing issues please reach out <https://support.atlassian.com/> so that we can further check the account.

Thank you,

Prachi


author: TekSecur Admin
body: Our teams have tried the process, but is not working.


author: Prachi Bolar
body: Thank you [@TekSecur Admin](/t5/user/viewprofilepage/user-id/5575916) Please reach out <https://support.atlassian.com/>. the team validate the user account and also if needed take permission to your instance to further check


author: TekSecur Admin
body: They are unable to access <https://support.atlassian.com> since you have to login to access the portal.


author: Nikola Perisic
body: Hi [@TekSecur Admin](/t5/user/viewprofilepage/user-id/5575916)

This is because your email have been put on supression list by Atlassian to prevent any spam. I've tagged Atlassian, they can remove your address from the list.


Tags: atlassian

atlassian-accounts

cloud

jira-cloud

not-applicable