Unable to create a new account

[samer-faour-exa]

Type(s) of account issue

I didn't receive any email, I've been blocked by the anti-spam system

Summary

I need to create an account to raise a JIRA.
I tried my company email as well as my personal and neither is working. Please help.

jenkins.io account username

Samour

jenkins.io account email

[email protected]

Which URL are you trying to login at?

account.jenkins.io/antispam

[github-actions]

Take a look at these similar issues to see if there isn't already a response to your problem:

1. 85% Unable to create account #3566
2. 79% Unable to Create a Jira Account #4349
3. 75% Not able to create account #4270
4. 75% Not able to create account  #4032
5. 75% Not able to create account  #4031

[samer-faour-exa]

None of these are relevant. If It helps I already have an Atlassian account with my company email. Still doesn't explain why I was not allowed to create a new account on my personal email.

[samer-faour-exa]

I tried again to create a new account and it is still failing

[dduportal]

Hi @samer-faour-exa , our system shows that the email were sent end delivered with success to your email address:

We don't see any error logs on the server side, but only informational logs confirming that you requested a password reset with success.

The "anti spam" system you're mentioning usually adds logs in our backend: what message did you see exactly?

In the mean time, I'm triggering a new password reset. Please check your email spam box, or contact your email adfministrator

[dduportal]

In the mean time, I'm triggering a new password reset. Please check your email spam box, or contact your email adfministrator

Email successfully sent to the recipient-domain exabeam.com 2 min ago (and acknowledged by their email server at thetimestamp 1733152902.7492104).

[samer-faour-exa]

No email received and nothing in spam. We have Atlassian already and have SSO. Maybe that's why it was failing.

I managed to create an account with a different email from another location since it seems my home ISP was blocked completely. I tried waiting 12 hrs, 24 hrs, etc. was never able to get past the block. Happy to try again if you would like to troubleshoot RCA

[dduportal]

No email received and nothing in spam. We have Atlassian already and have SSO. Maybe that's why it was failing.

FYI, Jenkins accounts are managed in a private LDAP, accounts are unrelated with Atlassian or any SSO. So the problem you are facing are unrelated.

I managed to create an account with a different email from another location since it seems my home ISP was blocked completely. I tried waiting 12 hrs, 24 hrs, etc. was never able to get past the block. Happy to try again if you would like to troubleshoot RCA

What is(are) the outbound IP(s) when you are having issues?

[dduportal]

No email received and nothing in spam

Then you have to contact your email administrator. Mailgun logs shows the emails were sent and acknowledged by the email server at exabeam.com: there isn't anything much we can do on that part without them checking what is happening inside exabeam mail servers.

Your technique to use another email is a good and valid one though.

[samer-faour-exa]

No email received and nothing in spam. We have Atlassian already and have SSO. Maybe that's why it was failing.

FYI, Jenkins accounts are managed in a private LDAP, accounts are unrelated with Atlassian or any SSO. So the problem you are facing are unrelated.

I managed to create an account with a different email from another location since it seems my home ISP was blocked completely. I tried waiting 12 hrs, 24 hrs, etc. was never able to get past the block. Happy to try again if you would like to troubleshoot RCA

What is(are) the outbound IP(s) when you are having issues?

209.195.84.248

[dduportal]

209.195.84.248

I confirm there are no IP blocker for this IP or any of its parents CIDRs (ref. https://github.com/jenkins-infra/account-app/blob/7fcfe8d3cd3a7775b07cda6ddd77774063abf081/src/main/java/org/jenkinsci/account/Application.java#L968).

What is the error you're seeing exactly? (screenshot? What do you see on the web console)

[samer-faour-exa]

Very strange... it is working now. Feel free to close.

It was a long text saying you are blocked because we can't verify you. Something along these lines with a link to open an issue here. I did not screenshot or save it since it was so consistent. I tried with 3 different emails and usernames over 2 days and it would never let me create an account

[dduportal]

It was a long text saying you are blocked because we can't verify you. Something along these lines with a link to open an issue here. I did not screenshot or save it since it was so consistent. I tried with 3 different emails and usernames over 2 days and it would never let me create an account

OK, it maps to the usual "accounts.jenkins.io" application's side anti spam. If it is not from IP, it is (most of the time) triggered by cookies in your webbrowser (nothing a private web browsing session can't fix :) ).
But it usually prints a log on the backend side when this page is shown. Gotta check in details then.

But no, you're not crazy and we never doubted the fact you were blocked! But we had to understand as it is hard to reproduce (if we want to fix it).

it is working now. Feel free to close.

Thanks for confirming!