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Added user cannot access folder

  • May 27, 2025
  • 1 reply
  • 116 views
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I have added a new user to share folders, but they cannot access the folder despite multiple attempts at sharing. I've deleted the user and readded. They cannot access any assigned folders.

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    1 reply

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    Hi Michael, 

    Welcome to Box Community and glad to assist!

    I've investigated our email server logs and it looks like the 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 (internet service provider) or Corporate IT department to assist you; please review this help article: Troubleshooting Issues with Email Notifications. 

    Once again, please resend your invitation. 

    Hope it helps! 

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