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Issue: Verification Email Not Received After Primary Email Address Change

  • July 1, 2025
  • 6 replies
  • 132 views
K
  • kou
  • New Participant

Hello,

I changed the primary email addresses of our employees via the Box Admin Console.
Most employees successfully received the verification emails and were able to verify their accounts. However, some employees did not receive the verification email. They only received a notification email stating that the primary email address had been changed by the administrator, but the verification email did not arrive.

The employees who did not receive the verification emails are using the web version of Outlook and are working on Mac computers.
Is there any possibility that emails are not being delivered on Macs, or are there any specific settings required?

What we have tried/checked so far:

  • Checked the spam/junk folder

  • Confirmed that emails from notify.box.com are being received

  • Resent the verification email

I would appreciate it if you could advise me on how to resolve this issue. Thank you.

 

Kou

Best answer by Rona Box

Hi ​@kou, 

Welcome to Box Community! I appreciate the detailed post, and we would love to assist! 

 

Aside from the troubleshooting steps that you did, you can also check if the affected users are in suppression list.

 

To get there, you can go to Box.com> Admin Console> Enterprise Settings>Notifications tab: 

Suppression List Management

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. Start typing the user email address or the user name.
  2. Click the suggestion dialog. The user account name and the email assigned to this account will be displayed.
  3. 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. 

 

Hope it works, and if the users are not suppressed but couldn’t receive the confirmation email please let us know. 

    DonHammons

    6 replies

    Rona Box
    • Rona Box
    • Community Manager
    • Answer
    • July 1, 2025

    Hi ​@kou, 

    Welcome to Box Community! I appreciate the detailed post, and we would love to assist! 

     

    Aside from the troubleshooting steps that you did, you can also check if the affected users are in suppression list.

     

    To get there, you can go to Box.com> Admin Console> Enterprise Settings>Notifications tab: 

    Suppression List Management

    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. Start typing the user email address or the user name.
    2. Click the suggestion dialog. The user account name and the email assigned to this account will be displayed.
    3. 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. 

     

    Hope it works, and if the users are not suppressed but couldn’t receive the confirmation email please let us know. 

    K
    • kou
    • Author
    • New Participant
    • July 1, 2025

    Hello,
    Thank you for your response.
    I entered the user name in the suppression list and removed it, but the verification email still has not been delivered.
    If there are any other possible solutions, I would appreciate it if you could let me know.

    Thank you.

    Kou

    Rona Box
    • Rona Box
    • Community Manager
    • July 2, 2025

    Hi ​@kou, 

    Thank you for responding! 

     

    Since you’ve removed the user from suppression list, the affected user can then create a new link by generating a password reset link. Doing so will allow the user to complete his/her account setup. 

     

    To reset the password for your Box account, follow this process:

    1. Visit https://app.box.com/reset and enter the email address associated with your Box account.
    2. Check your email, you will receive an email with a link to reset your password.
    • Password reset links sent via email expire 3 hours after they are sent. If you need a new link after your current one has expired, visit https://app.box.com/reset to have another link emailed to you.
      • If you do not receive an email from Box for this password reset, check to see if your Box account is associated with that specific email address or another email address.
      • Also, check your spam folder in your email client for this email.

    Hope it works, and please let me know how it goes! 

    K
    • kou
    • Author
    • New Participant
    • July 7, 2025

    Hello ​@Rona Box 

    Thank you for your response.
    I tried resetting the Box account password, but the issue was not resolved.
    The password reset email was successfully delivered, and I was able to reset the password, but the email address change verification email still has not arrived.

    Since the new email address has not been verified, I was only able to complete the password reset using the old email address.
    Is there any other solution you can suggest?

    Thank you for your assistance.

    Kou

    Rona Box
    • Rona Box
    • Community Manager
    • July 7, 2025

    Hi ​@kou, 

    Hope you’re well, 

    Since the verification email has expired, we don’t trigger another verification link.

    Instead, we recommended a password reset so the user could receive a new link to verify their account and set up a password, allowing them to get started with Box.

     

    My apologies for the confusion, and please us know in this thread if you have clarifications. 

     

    Thanks for posting! 

    K
    • kou
    • Author
    • New Participant
    • July 7, 2025

    Hi ​@Rona Box 

    Thank you for your response.
    I apologize if my explanation was unclear.

    I have already completed the password reset and successfully authenticated the account using the new password.
    However, the password reset email was sent to the old email address.

    Even after completing the authentication, nothing has changed.
    When I update the email address again to the new one via the admin console, the verification email is not re-sent.
    Only a notification email saying "your email address has been changed" is sent.

    Could you please look into this?

    Thank you for your support.

    Best regards,
    Kou

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