Issue:

Currently, Atlassian suppresses user email if an email bounce occurs due to various reasons on the customer's side. This mechanism was introduced to protect our sending reputation. However, managed accounts are reliable 99.99% of the time. Therefore, it might be beneficial to permanently remove the suppression list mechanism for managed accounts.

In most cases, user emails may not be activated by the time their Atlassian account is created. As a result, their account might automatically be added to the suppression list if they receive any email from Atlassian.

Workaround: Currently, if the user is existing, admins need to reach out to support. For new users, admins can use the 'resend invitation' function to remove the user from the suppression list.

Notes

More information on this topic, here: Jira Cloud email notification suppression list and why users don't receive email notification

There are now two self-serve features for removing a user's email address from the suppression list in certain cases:

• For new users (who have not yet logged in for the first time) clicking the Resend invite link will remove the email from the suppression list.
• If the user has a verified account (i.e. they have logged into your Jira instance before) and the suppressed email notifications are being generated by a Jira Software or Jira Work Management project, project admins now have the ability to remove the email address from the suppression list using the Project email audit

If the self-serve options are not available to you we recommend creating a Support Ticket with us. For a quick resolution, please include the affected user's email address in your message.