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New Usercan't access Box

  • May 22, 2025
  • 1 reply
  • 17 views
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Good morning, I have set up a new user (as I have many times before when we have had a new employee start), but she is unable to log in. Her email address is valid, (it's a work email), but whenever she tries to login or request to reset her password to try to get access, the email never arrives for her to be able to do this. 

How can I sort this out? All our company and project documents are saved on Box, so it's proving difficult to get her started on anything, particularly as she is working remotely at the moment. I have never had this issue with a new employee before.

Thanks,

Liz Johns

    1 reply

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    Hi Liz,

    Welcome to the Box Community!

    Has the affected user checked his spam/ junk email folder? Sometimes, certain email clients do not recognize email from Box.

    If they have and still did not find Box email on other email folders, please go ahead and open a case with the Support team here to help you check if the affected user's email address is on the Email bounce list and remove it.

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

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