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Question

New users not receiving confirmation email

  • May 27, 2025
  • 3 replies
  • 120 views
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I am trying to grant access to five different users on the Box. They are not receiving the invite when I send it directly through the Box, so I have to send them a copy of the link. When they use this link, they try to sign up for an account, but they never receive the confirmation email. So, the problem seems to be receiving emails from Box. We checked any spam filters on their email and there are none. 

    3 replies

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    I'm getting the same, the only difference is that it is for a shared mailbox, but that shouldn't make a difference?

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    Hi there, 

    Welcome to Box Community and glad to assist! 

    If you can't  receive email notifications from Box, please follow the troubleshooting steps. 

    • Check your Spam/Junk email folder. Sometimes, certain email clients do not recognize email from box.com. If you find Box messages in your Spam or Junk folder, add noreply@box.com to your email contacts, or Safe senders list. This will allow most mail clients to recognize Box emails and deliver them to your Inbox.
    • Firewall, Content Filter, or Email Security Policy: Check if your firewall or virus scan is blocking the email notifications. Contact your Internet Service Provider (ISP) or Corporate IT department and ask that emails from the following domains be added to the email allow list (safe sender) to ensure that Box messages are not blocked.
      • box.com
      • notify.box.com
      • reply.box.com
      • track.box.com
    • Incorrectly typed email address: Is the sender using your correct email address? Just one mistyped letter will cause an email to go to the wrong address or make it undeliverable. Ask them to double-check that they entered your address correctly.
    • Email on suppression list: If Box notifications ever bounce, emails are automatically added to our suppression list. Open a case with the support team to check the affected email address(es). 
      One avoidable reason for getting on the Box suppression list is from creating a new Box account before your actual mailbox or email account is set up.
    • Email scanning issues: If you are experiencing scanning issues, check the HTML code of the templates for any changes and adjust your scripts.

     

    Note: Box "batches" email notifications before sending them out. This means an email may not be sent immediately after an action occurs. When multiple actions are batched/grouped into a single notification, the subject of the email will have the title of the top-level folder. This does not apply to Password Reset emails or Email Confirmation links.

    Thanks for posting! 

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    How do I open a case? When I click the hyperlink it sends me back to the community posts. 

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