Issue Summary

In certain situations, users may try to reset their password but do not receive the recovery email from Atlassian.

This issue often happens when a user is not logged in and tries to navigate from within an Atlassian product or site, which redirects them to the login screen at id.atlassian.com. When the user clicks on 'Can't Login', the URL includes a parameter (the continue parameter) that indicates the original location from which the user was attempting to access the site.

Example: https://id.atlassian.com/login/resetpassword?continue=https%3A%2F%2Fid.atlassian.com%2Fjoin%2Fuser-access%3Fresource%3Dari%253Acloud%253Ajira%253A%253Asite%252F7eeea1df-442f-4fda-89f2-39a2a769b634%26continue%3Dhttps%253A%252F%252Fkdecoster2.atlassian.net%252Fjira%252Fprojects&application=jira

The length of the URL above is root cause for not receiving the email, and is against the Line Length Limits defined for SMTP here, which is 998. This is the error we're seeing:

Error message: smtp; 550 maximum allowed line length is 998 octets, got 1160 

If the user tries reseting directly from https://id.atlassian.com/login/resetpassword the email is delivered.

Steps to Reproduce

1. Open an incognito tab and go to any Atlassian site. You will be redirected to id.atlassian.com. 
2. On the log in screen, hit 'Can't Login'.
3. You'll notice the URL containing the continue parameter containing the original location.
4. Upon clicking 'Send Recovery Link' no email will be received by the user.

Expected Results

The email should be delivered and the user should be able to reset his/her password.

Actual Results

An error appears on the mail system:

Error message: smtp; 550 maximum allowed line length is 998 octets, got 1160 

Workaround

Reset the password directly from https://id.atlassian.com/login/resetpassword.