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Question

company domain will not recieve emails from box

  • May 13, 2026
  • 2 replies
  • 21 views
S

Hi

We are not a box user but one of our clients is and has repeatedly tried to share via box. I have checked the server logs and the email is never received by our exchange server.

To troubleshoot the issue I created a box account and tried to send and no message received, I then tried an alias which uses a different domain and that email was delivered. My only conclusion is the our domain [removed by moderator] is on a suppressions list with no ability to remove it.

I tried emailing box support but due to it being a free account it is the lowest priority while an box customer is unable to work with us.

Is there a way to resolve this issue quickly or a contact number I can call

    2 replies

    Rona Box
    • Rona Box
    • Community Manager
    • May 13, 2026

    Hi ​@sohailm6,

    Welcome to Box Community, and we’ll help make sure that you’re correctly receiving email from Box!

     

    Please 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 and no-reply@box.com to your email contacts, or Safe senders list. This will allow your mail client to recognize Box emails and deliver them to your Inbox. 

     

    If the email is still not found, please check your virus scan, Internet Service Provider, company's mail server, or firewall.

     

    Please make sure that your email client is not blocking emails from

     

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

    You may need to contact your IT department to assist you; please review this article: Troubleshooting Issues with Email Notifications. 

     

    You can also reach out to the file/folder owner and have the user to resend the invitation. 

     

    Hope it helps! Let us know in the Community if you need additional help. 

    S
    • sohailm6
    • Author
    • New Participant
    • May 14, 2026

    Hi Rona Box

     

    I appreciate you taking the time to reply but unfortunately that is not the issues as emails using an alias domain registered in the same 365 tenant are delivered. This shows that there are no filters, firewalls etc. preventing the email being delivered. 

    I have checked at the lowest level and interrogated the exchange message trace and there is no record of the email being received by the domain name so either it is being dropped by the edge server (i.e. Microsoft) or the email is not being sent due to being on suppression.

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