Skip to main content
Question

Can't set password + Not getting reset email

  • May 27, 2025
  • 1 reply
  • 82 views
C
Forum|alt.badge.img

I logged in via Google, so my account does not have an existing password. I tried to set a password, but I always get the message "An issue has occurred." I also tried the password reset option, but I haven't received any email. It's not in my spam folder either. I would appreciate your assistance.

    1 reply

    C
    Forum|alt.badge.img

    Hi Tomoki,

    Welcome to Box Community and glad to assist! 

    I've investigated our email server logs and it shows that 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 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. Ask that emails from the domains above be added to the email allow list (safe sender) to ensure that Box messages are not blocked.  Please review this help article: Troubleshooting Issues with Email Notifications. 

    Thanks for posting! 

    Terms of ServiceAccessibility statement