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Unable to receive email

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北田　博保

Currently, two of my colleagues is facing an issue where she is not receiving registration emails from your system, which is preventing her from accessing the BOX system. This system is very important for our communication and document sharing.

Could you please provide any advice on how to resolve this issue? Your assistance would be greatly appreciated.

Thank you very much.

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  • Rona

    Hi there, 

    Welcome to Box Community and glad to assist! 

    If you couldn't receive an email notification from Box, please follow the troubleshooting steps below. 

    • Check your Spam/Junk email folder. Sometimes, certain email clients do not recognize email from box.com. If you find Box messages in your Spam or Junk folder, add noreply@box.com to your email contacts, or Safe senders list. This will allow most mail clients to recognize Box emails and deliver them to your Inbox.
    • Firewall, Content Filter, or Email Security Policy: Check if your firewall or virus scan is blocking the email notifications. Contact your Internet Service Provider (ISP) or Corporate IT department and ask that emails from the following domains be added to the email allow list (safe sender) to ensure that Box messages are not blocked.
      • box.com
      • notify.box.com
      • reply.box.com
      • track.box.com
    • Incorrectly typed email address: Is the sender using your correct email address? Just one mistyped letter will cause an email to go to the wrong address or make it undeliverable. Ask them to double-check that they entered your address correctly.
    • Email on suppression list: If Box notifications ever bounce, emails are automatically added to our suppression list. If the email address(es) is correct and able to receive emails, it can be removed from our suppression list. To do so:
      • Log in to the Admin Console and navigate to the Notifications settings.
      • Remove the affected email address(es) using the Suppression List feature.
        One avoidable reason for getting on the Box suppression list is from creating a new Box account before your actual mailbox or email account is set up.
    • Email scanning issues: If you are experiencing scanning issues, check the HTML code of the templates for any changes and adjust your scripts.

     

    Note: Box "batches" email notifications before sending them out. This means an email may not be sent immediately after an action occurs. When multiple actions are batched/grouped into a single notification, the subject of the email will have the title of the top-level folder. This does not apply to Password Reset emails or Email Confirmation links.

    Hope it helps! 

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  • 北田　博保
    • Edited

    Thank you for your reply.

     

    I have already confirmed the points mentioned above. Based on that, I am asking whether there might be cases where emails are not sent from the BOX side. I would like to provide you with an email address for investigation. Could you please look into it?

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  • 北田　博保

    We have conducted the following checks:

    • I have checked the spam folder and confirmed that the email is not there.
    • I have confirmed that Box messages are not being blocked, and other members are receiving messages without issues.
    • I have confirmed that the email address is correct.
    • We received confirmation from the administrator that the address is not on the suppression list.
    • I have verified that no scan is being performed on the email.

    Could you investigate the issue if I provide the problematic email address?

     

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