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Question

User not receiving collaboration invitation

  • May 27, 2025
  • 1 reply
  • 79 views
C
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One of user <personal information-redacted> is not receiving email to collaborate in BOX or change BOX password.

Please check and resolve this issue at the earliest

    1 reply

    C
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    Hi there, 

    Welcome to Box Community and glad to assist!

    I've investigated our email server logs and your user was placed on our email suppression list. This typically happens when a user's email client repeatedly hard bounces our emails back to our server, or when an email inbox is not set up before the Box account was created. I've removed the email from this suppression list, so the user should now be receiving emails from Box.

    To prevent this from happening in the future, please make sure that your email client, virus scan, ISP, or firewall are not blocking emails from:

    • box.com
    • notify.box.com
    • reply.box.com
    • track.box.com

    It's possible that emails may bounce back to Box again. You may need to contact your ISP (internet service provider) or Corporate IT department to assist you. Ask that emails from the domains above be added to the email allow list (safe sender) to ensure that Box messages are not blocked.  Please review this help article: Troubleshooting Issues with Email Notifications. 

    Thanks for posting!

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