Not receiveing recovery password email
Asked by Santiago Ramos:

Hello.

I can't receive the recovery password email from Atlassian. The email account is \<email_removed\> and there is no messages in the spam folder.

Can you help me to recover this account?

Regards,


Answers:
author: Theodora Boudale
body: Hi [@Santiago Ramos](/t5/user/viewprofilepage/user-id/5139489) and welcome to the community!

The email address you posted was in one of our suppression lists because we attempted to send an email to it and we received a hard bounce response from your mail server.

I went ahead and removed it from the suppression list, could you please try requesting a new password reset email via this link? <https://id.atlassian.com/login/resetpassword>

A new email needs to be requested, as the previous ones were dropped. If your email account is active, you should be able to receive it now. Please feel free to let me know how it goes.

Just a heads up, I removed the email address from your post to comply with our privacy policy.

Kind regards,  
Theodora

comments: author: adonozooei
body: Thank you, Theodora.

I requested a new password reset email and now I can access to that account.

As you said, the problem was that the domain was temporarily disabled and all the mails were rejected.

Now, I have the same problem with another account of the same domain. Can you remove it from suppression list?. The email account is \<email_removed\> .

Regards,

Santiago Ramos


author: Theodora Boudale
body: Hi Santiago,

Of course, this email address was also on a suppression list, and I went ahead and removed it.

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

Kind regards,  
Theodora


author: adonozooei
body: Thank you so much, Teodora.

And the last one (hope, I promisse). Can you also remove "\<email_removed\>" from suppression list?.

Regards,

Santiago Ramos


author: Theodora Boudale
body: Hi Santiago,

Not a problem at all! This last email is not in any of our suppression lists, and there is no Bitbucket or Atlassian account with that email.

Can you please double-check if you have provided the correct email address?

I am not editing your reply yet to remove the email so you can see which email you provided, you can edit the reply yourself and remove it or I can do it once you check it.

Kind regards,  
Theodora


author: adonozooei
body: Hi Theodora,

You are right. Correct email address is "\<email_removed\>" (I pasted twice part of the text).

Regards,

Santiago Ramos


author: Theodora Boudale
body: Thank you, Santiago, this email was in a suppression list, and I removed it as well.

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

Kind regards,  
Theodora


author: adonozooei
body: Hi Theodora,

The password recovery email is not arriving to the mailbox. Should I wait a long time?

Thank you.

Regards,

Santiago Ramos


author: Theodora Boudale
body: Hi Santiago,

The last email address you shared was added to the suppression list again because we received a hard bounce response when sending an email a few hours ago. I went ahead and cleared it again.

Is the email account active, and can you receive emails from others to this email address? I would suggest checking the status of the email account and seeing if you can receive emails sent from other email addresses. If this seems to work ok and the email account is active, then please request a new password reset email.

Kind regards,  
Theodora


author: adonozooei
body: Hi Theodora,

It worked and I received recovery email so thank you so much for your help.

Regards,

Santiago Ramos


author: Theodora Boudale
body: Hi Santiago,

That's good to hear and you are very welcome.

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

Kind regards,  
Theodora


Tags: bitbucket-cloud

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