User not getting emails from Jira Business or Software projects
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
The self-service email audit unblock feature works only for notifications from Jira Business and Software spaces and only for verified users (who have logged in before).
For Jira Service Management, use the service space's Customer notification logs instead.
For Confluence / Admin emails, contact Atlassian support.
If a user stops receiving email notifications from Jira Cloud their email address may be on the suppression list.
If the user has a verified account (that is, they have logged into your Jira instance before) and the suppressed email notifications are generated by a Jira Software or Business space, space admins can remove the email address from the suppression list.
Solution
Remove email address from suppression list in a Jira space
As a space administrator:
Go to the space that the user is expecting to receive notifications from
Go to Space Settings
Select Notifications > Space email audit
Filter for the email address and select Unblock Email
This will remove the user's email address from the suppression list and allow redelivery attempts.
Validation steps
After clicking Unblock Email, trigger a test notification (for example, assign the user to a work item) and confirm delivery.
If the recipient's mail server bounces again, the address will be re-added to the suppression list — confirm with the recipient's mail admin that the original bounce cause has been fixed first.
If you don't see the affected user on the suppression list, check here for other common notification delivery failure problems.
If the recipient mail server responds with further bounces for this address, the email will be re-added to the suppression list. Please be sure to check with the recipient email server administrators to confirm the reason for the initial bounce has been accounted for.
If a row in the audit log has no Unblock email option, that bounce did not place the address on the suppression list. If the user still isn't getting notifications, raise a Support ticket with the user's email + a link to the Jira Software/Business space.
FAQs
Why was this user's email address on the suppression list?
Most commonly, emails get sent to a mailbox on the recipient server before it's fully ready to accept emails. For more details and other possible causes, please see our article: Resolve email bounce issues in Jira Service Management Cloud.
Do I need to unblock the same user on multiple spaces?
No. There is only one suppression list, and clicking Unblock email in one space will mean that the user's email will no longer be suppressed anywhere.
After I click "Unblock email", will the user receive the notifications that were sent while their email address was on the suppression list?
No, those notifications will not be resent.
Why don't I see an "Unblock email" option in some rows of the audit log?
Some audit logs show a bounce that did not result in the email address being added to the suppression list. If there is no Unblock email option for a user, and they are still not receiving notifications, we recommend creating a Support Ticket with us. Please include the affected user's email address and a link to the Jira Software or Jira Business space where they expect to receive notifications.
Can I unblock the emails of users who only have Confluence or Jira Service Management product access?
No, for existing users, this feature is available only for Jira Business and Software spaces. If the user is unverified (i.e. they have never logged in before) you can use the Resend invite link to unblock their email address.
For existing users who are not receiving Jira Service Management, Confluence, or Atlassian Cloud Admin (e.g., Reset Password or Verification code) emails, we recommend creating a Support Ticket with us. Please include the affected user's email address and a brief description of the type of notification email that is not coming through.
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