Hi Box Community team,
One user on our free Box account can't log in because the verification code email never arrives. Nobody else in our organization is affected.
What we've checked:
- Junk/spam folder and quarantine: nothing there
- Microsoft 365 message trace: no sign that any message from Box was received or blocked
- Other users on the same Microsoft 365 tenant receive Box emails normally
- Password reset email did not arrive
Since nothing reaches our mail system despite several attempts, we suspect Box has added this address to its email suppression list after an earlier bounce. Your article "Troubleshooting Issues with Email Notifications" says addresses on that list can be removed, but the tool is in the Admin Console and we only have a free account.
How do we get to someone at Box to fix this. I certainly would not consider upgrading to a paid account if Box can’t get the basics to work. This needs to be fixed ASAP.
Could someone please:
1. Check whether the address is suppressed and remove it if so
2. Check your email logs for the attempts above
I've left the email address out of this public post. Is there a private way to send it to you, or a ticket I can reply to?
Thank you!
