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I signed up for a Box Enterprise trial with my primary email. I am getting the helpful tip emails but the confirmation email never arrives. I have tried sending many times, and checked junk and quarantine. I can see from an Exchange message trace that this email is not getting to us.

I was able to get around this my doing a password reset and now I can log in. However, for certain setting changes I am bring asked for a 2 step authentication code which is being sent by email, which I am also not receiving. Again no sign of it having arrived at our office tenant, so not spam or junk filtering on our end.

As a result, I am unable to get this configured before we add more users.

Hi ​@olst, 

Welcome to Box Community and we’ll gladly check if you’re correctly receiving email notifications from Box. 

 

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 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 add noreply@box.com and no-reply@box.com to your email contacts and kindly request that emails from the domains mentioned above be included in the email allow list (Safe Sender) to ensure that Box messages are not blocked.  Please review this article: Troubleshooting Issues with Email Notifications

 

Additionally, Box admins and co-admins can now remove users from the suppression list in the admin console. The suppression list includes all email addresses that bounced, were marked as spam, or are no longer used for subscription purposes. You can remove up to 10 emails per day, one at a time.

 

To remove a user:

  1. Login to Box.com and navigate to Admin Console. 
  2. Click Enterprise Settings then Notifications tab
  3. Scroll down to Suppression List Management. 
  4. Start typing the user email address or the user name.
  5. Click the suggestion dialog. The user account name and the email assigned to this account will be displayed.
  6. The presence of the user in this suggestion dialog does not confirm that they are on the suppression list. The dialog will display all users that match, regardless of their suppression status.
  7. If the user is not receiving Box email notification's, then click Remove from list to remove the user from the suppression list.

 

*An admin or co-admin can remove email addresses of users who belong to their enterprise. 

For more information, please see: Manage Notifications for Enterprise Users. 

 

Hope it helps, and please let us know how it goes! 

Excellent - it is working now. Thank you.

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