Stopped receiving notification emails
Asked by Yohan HAMON:

Hi,

No one in our organization (\<domain_removed\>) do recieve email notifications (PR review, comments, ...etc.) anymore. Is there a problem with the notification service ?

Regards,

Yohan


Answers:
author: Theodora Boudale
body: Hi [@Yohan HAMON](/t5/user/viewprofilepage/user-id/5161558) and welcome to the community!

There were several email addresses from your domain in a suppression list, because we attempted to send an email a few days ago and we received a hard bounce response from your mail server.

I went ahead and removed all these emails from our suppression list. Could you please keep an eye and let me know if you and your team receive email notifications now?

Just a heads up, I removed the domain from your post to protect your privacy.

Kind regards,  
Theodora

comments: author: Yohan HAMON
body: It seems to be ok now.

Many thanks.

Is it possible to access the emails that had replied with hard bounce ?

Regards,

Yohan


author: Theodora Boudale
body: Hi Yohan,

That's good to hear, thank you for the update.

I'm afraid it is not possible to access these emails. After the hard bounce and before I removed the email addresses from the suppression list, any email we tried to send was dropped and we cannot resend these dropped emails.

Kind regards,  
Theodora


author: Yohan HAMON
body: Sorry, I misspoke. I would like to know which email addresses are affected by the "hard bounce", not the content of the messages.


author: Theodora Boudale
body: Hi Yohan,

Thank you for the clarification. Since I removed the email addresses from the suppression list, I can no longer see which ones they were.

The best we can do at this moment is check our email logs for hard bounce events for all the users in your Bitbucket Cloud workspace during the last few weeks and provide you with that.

Due to our privacy policy, I cannot share email addresses here as it's a public space. I can create a support ticket for you though and we can provide you with the email addresses in the ticket (which will be visible only to you and Atlassian staff).

Please feel free to let me know if you'd like me to create the ticket for you.

Kind regards,  
Theodora


author: Yohan HAMON
body: Hi Theodora,

Thanks for your answer. I would like to create a ticket in order to monitor hard bounces on our domain.

Regards,

Yohan


author: Theodora Boudale
body: Hi Yohan,

I went ahead and created a support ticket for you using the email of your community account. You should have received an email with a link to the support ticket.

Just in case you haven't, please feel free to let me know and I can post the ticket URL here (no one other than you and Atlassian can view its content, even if they have the URL). The engineer working on your ticket will share with you more details.

Please feel free to let me know if you need anything further.

Kind regards,  
Theodora


author: Yohan HAMON
body: I have recieved the link to the support ticket.

Thanks.

Yohan


author: Yohan HAMON
body: Hello,

One of our team mates did not recieve bitbucket notifications this week (merges, comments, ...etc).  

Is it the same issue ? I checked every members is the bitbucket Team and every email address is valid and working.

Can you please help us ?


author: Theodora Boudale
body: Hi Yohan,

I went ahead and removed any suppressions for your domain. Can you please ask your team member to monitor their inbox and see if they can receive notifications from now on?

Kind regards,  
Theodora


author: Yohan HAMON
body: The notifications are back. Thank you very much !

Regards,

Yohan


author: Theodora Boudale
body: That's good to hear and you are very welcome!

Please feel free to reach out if you ever need anything else.

Have a good weekend,  
Theodora


Tags: bitbucket-cloud

cloud