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Question

New User not getting verification email

  • May 22, 2025
  • 4 replies
  • 85 views
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We have a new employee who is not receiving the email to set up their box account. I have set up another new employee today who had no issue getting the emails (both use our company Gmail account). Please advise-

    4 replies

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    Hi Kelsey, 

    Welcome to the Box Community!
     
    This might require some account specific information, so I've submitted a case to Box Support on your behalf.
     
    Please check your email for details and updates.
     
    Thanks for reaching out and let us know how it goes with support!
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    Hi France, 

    This same thing is happening to one of our users, not sure why we can't get her account set up properly. Can you help? 

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    Hi, we have exactly the same problem. A new user is created using a correct and working normal company email address (not a gmail or similar) but she is not receiving a confirmation Email with password. Has it something to do with the "new design" The line regarding passwords in the user overview looks different than that of older users. How can we solve that?

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    Hi, Carrie and Herman!

    Welcome to the Box Community, I'm happy to help!

    If your users are having issue receiving confirmation email or password reset email from us, please confirm if they have checked their spam/ junk folder. Have them also check their filters and if their email provider is blocking emails from Box domains.

    If they still did not find the email from Box, please go ahead and submit a support ticket for them to and Product Support team can help check if their email is on the email bounce list, and help remove it.

    For more information on troubleshooting email notification issues, please take a look at this article: https://support.box.com/hc/en-us/articles/360043696174-Troubleshooting-Issues-with-Email-Notifications 

    Thanks for reaching out and let us know how else we can help!

    Regards,

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