Unable to Connect Google Email Account to Service Project

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

   

Summary

After linking a Google mail account to the service project, requests sent to that address fail to process and an error message is displayed.

Looks like we're unable to connect to [example@atlassian.com]

We're currently unable to get requests from [example@atlassian.com] so we've temporarily disabled this channel.
Please reconfigure the custom email address in email settings and try again.

Retrying in XX minutes - Email pulling has failed X times consecutively (Reason: com.google.api.client.googleapis.json.GoogleJsonResponseException: 403 Forbidden GET https://gmail.googleapis.com/gmail/v1/users/example@atlassian.com/messages?maxResult...

This is caused due to Jira not having the necessary permissions to fetch messages from the mailbox. 

Give Jira read permission to the mailbox

To fix this, you will need to disconnect and reconnect the email account on the project.

  1. Go to Project settings > Email.
  2. Next to the connected handler, click on more actions (three dots) > Remove > Confirm.
  3. Click on Add external email > Continue with Google.
  4. When following the steps to reconnect, ensure you check the following required permissions:  
    1. Select what Jira Service Management can access > Read, compose, and send emails from your Gmail account.

If the Gmail account is the only connected email address, you won't be able to disconnect it. So first, you need to use the option Create Atlassian email, and once created, you need to update the reply-to address to the default cloud email.

Once you reconnect your custom email, you can then update the reply-to address again.

Last modified on Jan 31, 2025

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