Hi ​@Ntiva support, welcome to the Box Community!

There are some instances that a user’s email is being 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.

Box admins and co-admins can now remove users from the suppression list in the admin console. The suppression list includes all email addresses that bounced, were marked as spam, or are no longer used for subscription purposes. You can remove up to 10 emails per day, one at a time.

To remove a user:

1. Start typing the user email address or the user name.
2. Click the suggestion dialog. The user account name and the email assigned to this account will be displayed.
3. The presence of the user in this suggestion dialog does not confirm that they are on the suppression list. The dialog will display all users that match, regardless of their suppression status.
4. If the user is not receiving Box email notifications, then click Remove from list to remove the user from the suppression list.

For more information, please see: Manage Notifications for Enterprise Users.

If you need further assistance with verification email, please reach out to our Product Support by submitting a support ticket and providing the affected email address.

I’m looking forward to getting this sorted out.

It appears there are quite a few with this issue recently.

I’m trying to help a new user troubleshoot why they’re not receiving the confirmation email.

We’ve confirmed the email is working and added correctly but we’re not receiving anything and the spam folder is empty.

I’ve exhausted the troubleshooting options including checking the suppressed email list.

Hi ​@SimonW, welcome to the Box Community! I’ve moved your post to this related topic about confirmation/verification emails not being received—sorry about that.

To assist further, please advise the new user to submit a ticket to our Product Support team. For verification purposes, they should use and indicate the email address associated with the affected account. If they’re unable to sign in to the support page, they can click here to submit a support ticket.

Looking forward to getting this resolved soon!

We’re in a catch 22 where the student was refused support because they’re not on a paid account.  But they’re trying to get access to folders on our paid account.   We’re still stuck.