# No email address is available for this reporter

Two short sentences cover the whole of this problem. "This request has no reporter, so there is no customer to look up." means Jira has nobody recorded as the reporter. "No email address is available for this reporter." means there is a reporter but the app cannot read an address for them.

The second one carries no explanation, and that is on purpose: the app cannot tell a hidden address from an absent one, and a guess would send an administrator to the wrong settings page.

## Why an address is needed at all

Jira does not include a reporter's email address in the issue, so without permission to read email addresses the app has nothing to compare an Attio record against. This is the permission that makes the product work, and Atlassian classes it as sensitive. The app reads the issue as the person viewing it first, and takes the reporter from Jira's answer, so the address read is always tied to an entitled viewer looking at a real issue.

## The three causes, and how to separate them

| **Cause**                                                                                | **How to tell**                                                               | **What to do**                                                             |
| ---------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------- | -------------------------------------------------------------------------- |
| The app's permission to read reporter email addresses has not been approved on this site | It affects every card on every project at once, including brand new requests. | Have a Jira site administrator approve the app's permissions in Admin Hub. |
| The reporter's Atlassian profile keeps their address from apps                           | It affects requests from that person only.                                    | Nothing in this app. The reporter controls it.                             |
| The account was deleted                                                                  | It affects old requests from that person only.                                | Nothing. The request stays as it is.                                       |

New permissions reach every installation as soon as they ship and sit waiting for approval rather than holding the upgrade back, so a site that has not approved them sees this message appear across the board without anything having been changed locally.

## A request with no reporter is an ordinary state

Requests raised by email, or through a portal that does not require a login, often have no reporter at all. The card says so and spends no call on Attio. It is not an error and there is nothing to configure.

ℹ️

**Changing the reporter takes effect at once.** If the reporter on a request is changed while the app still holds a recent answer for it, the app notices the account no longer matches and reads the new reporter's address rather than serving the previous customer.

## What the card will never tell you

No state on the card ever prints the reporter's email address. Every sentence says "this reporter" instead, and the data the browser receives does not contain the address at all, so no amount of looking at the issue will reveal which address was tried. A record with no name is never titled by its address either.

The address is read behind the scenes, used as the value to search Attio with, and dropped. It is not stored, not written to any log, and never put into a readable form anywhere. If you need to confirm what a given address resolves to, the test address box on the Fields tab is the supported way to try one by hand, and the screen is explicit that it is your own address and not a reporter's.

---

## A few things worth knowing

* A permission still waiting for approval looks exactly like a reporter who hides their address. If the message is on every request rather than on one person's, check Admin Hub before you check profiles.
* The card gives no reason on purpose, so there is no hidden detail view or tooltip to hunt for. The reason is not withheld from agents and shown to administrators, it is not determined at all.
* This state is reached before any Attio call is made, so it is never a sign that anything is wrong with the Attio connection or the matching settings.

---

## Related

[No Attio record matches this reporter](https://help.gocapable.com/attio-for-jira/no-attio-record-matches-this-reporter.html)

[The Attio card never appears on an issue](https://help.gocapable.com/attio-for-jira/the-attio-card-never-appears-on-an-issue.html)

---

_No address, no lookup. The card says so and stops._