Notification/ comments, email not received

Hi everyone,

I am not receiving email notifications sent by my customer about email address [information redacted]. I’ve suspected my email address has been placed on your suppression list, but a few days ago your collaborator Rona said she has investigated my address is not on our bounce or suppression list. I just verified that there are no problems with my virus scan, ISP, company mail server or firewall and there were no emails in the spam or junk folder; my provider verified that there were no notifications from box.com, notify.box.com, answer.box.com, track.box.com, it was rejected; and I added noreply@box.com to my email contacts.

The same problem occurred in February 2023, in that case I was put on the suppression list, but one of your support colleagues removed me manually. Then everything was fine, but now I haven't received email notifications for almost 30 days, I don't know what else I need to do to solve the problem, can you help me? should I delete the account and recreate it? let me know please. you say that there is no restriction or block on my email, the email provider on its part does not receive anything anomalous arriving in my mailbox, what else is there between the mailbox and Box.com that prevents the arrival of notifications?
a question: why did the email notifications arrive regularly and then on 11/09 (Rome time) they stopped? what happened? I assure you that on my part I have not changed anything. please check that there are no problems for your system regarding my email address [information redacted]., any problem. if it is possible, can the administrator check whether the email reaches my email address or not? if not, does he understand why emails are blocked at some point? or do you perform this check? help me please

Rona

October 11, 2023 19:45

Hi Diego,

Welcome to Box Community, glad to assist!

I've investigated our email server logs and it looks like your email address was placed on our email suppression list. This typically happens when a user's email client repeatedly hard bounces our emails back to our server, or when an email inbox is not set up before the Box account was created. I've manually removed your email from this list, so the user should now be receiving emails from Box.

To prevent this from happening in the future, please make sure that your email client, virus scan, ISP, or firewall are not blocking emails from

box.com
notify.box.com
reply.box.com
track.box.com

It's possible that emails may bounce back to Box again. You may need to contact your ISP or internet service provider or Corporate IT department to assist you; please review this help article: Troubleshooting Issues with Email Notifications.

Thanks for posting!

Diego Acerbo

October 12, 2023 10:22

Hi Rona, to prevent this from happening in the future, please send me some evidence of why I have been put on the suppression list, so that my email provider can understand and resolve the issue permanently.

Thank you

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