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Question

Not receiving the confirmation email.

  • June 24, 2026
  • 3 replies
  • 73 views
G

We are sending and receiving files to and from customers via BOX, but some customers have reported that they are unable to log in to BOX.

We have received reports from some customers that they are unable to log in to the BOX.

If you know how to solve this problem, please let us know.

The following is the sequence of events leading up to the screen. Invitation mail is sent when the customer starts using the BOX→The customer sets up registration information from the URL in the invitation mail→When the customer tries to access the BOX login screen to start using the BOX, the screen shown in the attachment is displayed.

The screen shows "A confirmation email has been sent," but when we checked with the customer, he said he had not received any BOX email other than the first invitation email.

    3 replies

    C

    Obvious first check, but did they look in their Junk/Spam folder?
     

    Did you check and see if any of those email addresses are on the suppression list?

    Admin Console → Enterprise Settings → Notifications → Suppression List Management

    G

    Thank you for your response and suggestions.

    > Obvious first check, but did they look in their Junk/Spam folder?
    We have already confirmed that the emails are not in the Junk/Spam folder.

    > Did you check and see if any of those email addresses are on the suppression list?
    As for the suppression list, we will check internally and follow up with you.

    G

    As you pointed out, the issue was caused by our email address being on the suppression list.

    I contacted Box, and the issue was resolved after they removed the email address from the suppression list.

    Your advice was exactly right and helped us resolve the problem quickly.

    Thank you very much for your support.

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