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No email received to reset password.

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Fortunato Gallucci

I have two Box accounts. This one is ok but for the other one, I've tried to reset the password and have not received any emails. I've checked in the same but no luck.

Do you need the email registration for the other account?

Thanks.

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3 comments

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  • Rona

    Hi Fortunato, 

    Welcome to Box Community and glad to assist! 

    If you're not receiving email from Box, please follow our recommended 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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  • Fortunato Gallucci

    Hi Rona,

    I tried with the email of this account <personal information-redacted>and it worked rapidly...the problem I don't receive your email for reset is with this email of the other account that I have:<personal information-redacted>

    I tried all of your suggestions but no luck. Please let me know what to do. I need to log in in this account <personal information-redacted>where I also have a shared folder.

    Thanks 

     

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  • Rona

    Hi Fortunato, 

    Welcome to Box Community!

    I've investigated our email server logs and 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 removed the email from this suppression list, so you should now be receiving emails from Box.

    Hope it helps! 

     

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