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Not receiving password reset email

  • May 27, 2025
  • 1 reply
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I can receive the "Your new Box password awaits" email but <personal information-redacted> cannot. I put in his email address into the password reset form also. I ran a message trace and it shows that I received it, but he did not and it did not go to his junk folder. I already reviewed https://support.box.com/hc/en-us/articles/360043696174-Troubleshooting-Issues-with-Email-Notifications. Thanks.

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      Hi Will, 

      Welcome to Box Community and glad to assist! 

      The said email address is currently linked to a deactivated Box account. If the user would like to use his/her email to setup a new account. The user should reach out to our team (billing@box.com). 

      Thanks for posting! 

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