One of my administrators has lost access; the account is: jaea@egoingenieria.com.mx
They are not receiving the password reset codes. Can you help?
Hi there @Roberto1897,
Thank you for posting to the Community! I took a look on the backend and it doesn’t look like there are any bounced on our end however, do you mind having the user try to add the HubSpot email addresses to their allowlist by following these steps?
This will ensure that all HubSpot emails end up in the user’s inbox!
Let me know how that goes 
Cassie, Community Manager
Thanks for the information, the problem is that this is the only account
that doesn’t receives the confirmation mail for the password reset, I’ve
also set hubspot email domains in our allowlist, however it isn’t
working.
This is the notice that I get, if it can help out somehow.
It’s in spanish, but it says: “This account was blocked to protect it
from suspicious activity at sign in. To acceso your account, change your
password”.
After I follow the steps it says: "Help is coming, if we find out any
coincidence for jaea@egoingenieria.com.mx, you will recive an email with
the next steps.
But it never gets delivered, I’ve tried to change the password with
other user accounts and the mail doesn’t fails to get delivered.
Do you think there’s another option?
Thanks in advance!
I added the HubSpot email addresses to the allowlist and the problem was solved.
Thanks a lot!
Roberto