Confirmation Email not going out

One of my 7 users on my box.com account is never receiving the confirmation email. I am an admin in our org and can search through all of message trace and the email is never being received on our side. I have tested by creating other users and the email from [removed by moderator] does go out. I also tried by using a different email address for her, and also tried deleting and recreating the user within box.com. I saw other posts that suggested a suppression list is the issue and to create a ticket, however I see no other way to create a ticket. Thanks for any guidance.