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  1. Identity
  2. ID-6288

Invite emails lost for blocked email addresses

      Status Update

      Hi All, In the last couple of days we rolled out a change on the backend that removes a lot of pain associated with this problem. When a site admin clicks resend on the users screen in Site Administration it will first remove them from the bounce list if they were previously added and then try to re-send the email.

      Remember to be added to the bounce list in the first place means there was originally a problem with the mailbox we are sending to. This still needs to be resolved first for the mail to be received by the user, i.e mailbox doesn’t exist, mailbox is full, incorrectly setup on the mail server etc. If you hit resend and you have not fixed the local issue, it will become re-blocked when attempting to deliver the mail.

      However with this change it should now be much easier and quicker to test and resolve any local issues. Without needing to contact support.

      If mail is blocked or re-blocked you will not be notified of it, nor will we notify you if it was removed from the block list. Any successful delivery messages are reports that we were able to deliver to our upstream mail server successfully. Due to the asynchronous nature of how email works this isn’t easily surfaced immediately if that users mailbox has a problem and has bounced. It can take sometime for this to be noticed based on queuing and retries of various mail systems along the way. That said we do have plans to provide this functionality but will take extra time to scope out how we could implement this feature. We wanted to get this fix out first.

      Summary

      For some reason, an invalid email address can find its way in Atlassian Accounts (e.g., the email address does not exist yet because it is being created as part of the same workflow). When the issue for the invalid email address has been fixed, email invitations can no longer be sent from Atlassian Cloud because the email address has already been blocked in the back-end. Furthermore, Atlassian Cloud will show a misleading notification that the email has been sent.

      Steps to Reproduce

      1. In the User Management page of a cloud instance, create a user using an invalid email (email address not yet created or mailbox is full). Make sure to check Send invitation email.
      2. Fix the issue for the email address and make sure it is able to receive emails properly.
      3. Recreate the user or resend the invite in the cloud instance using the same email address.

      Expected Results

      Atlassian Cloud should specify that the email invitation was not sent or even specify that the email was blocked.

      Actual Results

      User will be notified that the email has been sent.

      Notes

      Although email bounce mainly happens in invite flow, it potentially happens to every type of emails due to receiver's email unavailability.

      Workaround

      **Updated: with the latest fix, you're now able to unblock a recipient email that you suspect was blocked via the 'Resend' link in User Management. This will unblock emails automatically before resending

      For newly created accounts, please, wait for a few hours before inviting them to your Atlassian Cloud apps, this will allow time for the server to replicate the account.

      Please contact Atlassian Support to check if the status of the email address.

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            [ID-6288] Invite emails lost for blocked email addresses

            Just had this issue, where I created a user 1 day before his email was properly setup.

            Tried resending invite, with no luck, 14 days after the account was created.

            Opened a ticket at support, they removed the mail from the blocked list and it worked immediately.

            This doesn't seem to be fixed.

            Kenneth Berg added a comment - Just had this issue, where I created a user 1 day before his email was properly setup. Tried resending invite, with no luck, 14 days after the account was created. Opened a ticket at support, they removed the mail from the blocked list and it worked immediately. This doesn't seem to be fixed.

            me too I have a free account, i cannot open a ticket. 

            Alvin Shankar added a comment - me too I have a free account, i cannot open a ticket. 

            Same here, invitation email not sent 

            Ricky Huang added a comment - Same here, invitation email not sent 

            Gabriel added a comment - - edited

            Hi, our company is still facing this issue. I have removed the user but that doesn't solve the problem. Any support available? With the free account i cannot open a ticket.

            Gabriel added a comment - - edited Hi, our company is still facing this issue. I have removed the user but that doesn't solve the problem. Any support available? With the free account i cannot open a ticket.

            Hi I am still facing this issue even when clicking the resend email I am not getting the email to any of my team members. I have checked my email server its working fine as we are getting other emails. 

            Sohaib Aijaz added a comment - Hi I am still facing this issue even when clicking the resend email I am not getting the email to any of my team members. I have checked my email server its working fine as we are getting other emails. 

            Shannon S added a comment -

            Hi 60431a1bee89, We can help you with that in Support! You can raise a request and share the affected user below:

            https://support.atlassian.com/contact

            Shannon S added a comment - Hi 60431a1bee89 , We can help you with that in Support! You can raise a request and share the affected user below: https://support.atlassian.com/contact

            Georgiy.S added a comment -

            Having the same issue with this user. Please remove my email from block list so I could receive Bitbucket invitations.

            Georgiy.S added a comment - Having the same issue with this user. Please remove my email from block list so I could receive Bitbucket invitations.

            Nirav M added a comment -

            Having this same issue and user created with email id that was not configured, but now even after using RESEND INVITE , no email is getting generated for the user

            Also there is no edit option available in usermanagement to add alias to the email of user.

            Any help other that remove user and create new?

            Nirav M added a comment - Having this same issue and user created with email id that was not configured, but now even after using RESEND INVITE , no email is getting generated for the user Also there is no edit option available in usermanagement to add alias to the email of user. Any help other that remove user and create new?

            So here is a workaround that solved the issue for us:

            If the email address is blocked by Jira Software, add an email alias to the blocked email account and re-invite the user using the newly created email-alias.

             

            Ilja Thieme added a comment - So here is a workaround that solved the issue for us: If the email address is blocked by Jira Software, add an email alias to the blocked email account and re-invite the user using the newly created email-alias .  

            I ended up sending a support request, I received an email from Atlassian the next day, and they notified that the email was blocked on their end, and that is what was blocking it still.

            For reference, simply clicking the resend, did not reset their blacklist database, and it had to be manually removed

            Ben Timmons added a comment - I ended up sending a support request, I received an email from Atlassian the next day, and they notified that the email was blocked on their end, and that is what was blocking it still. For reference, simply clicking the resend, did not reset their blacklist database, and it had to be manually removed

              Unassigned Unassigned
              rmacalinao Ramon M
              Affected customers:
              49 This affects my team
              Watchers:
              97 Start watching this issue

                Created:
                Updated:
                Resolved: