# Account blocked

**URL:** <https://community.hubspot.com/t/cuenta-bloqueada/153005>\
**Category:** Account & Settings\
**Tags:** account\
**Created:** [July 14, 2026, 7:37pm UTC](https://community.hubspot.com/t/cuenta-bloqueada/153005 "2026-07-14T19:37:41Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![Roberto1897](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/roberto1897/32/61905_2.png) [@Roberto1897](https://community.hubspot.com/u/Roberto1897)\
**Post date:** [July 14, 2026, 7:37pm UTC](https://community.hubspot.com/t/cuenta-bloqueada/153005/1 "2026-07-14T19:37:41Z")

</div>

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?

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<div class="post-metadata">

**Author:** ![chighsmith](https://avatars.discourse-cdn.com/v4/letter/c/77aa72/32.png) [@chighsmith](https://community.hubspot.com/u/chighsmith)\
**Post date:** [July 14, 2026, 10:12pm UTC](https://community.hubspot.com/t/cuenta-bloqueada/153005/3 "2026-07-14T22:12:13Z")

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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](https://knowledge.hubspot.com/marketing-email/not-receiving-hubspot-system-or-notification-emails#:~:text=You%20can%20download%20a%20full%20list%20of%20sending%20domains%20and%20IP%20addresses%20to%20add%20to%20your%20allowlist%20here.%20It%27s%20recommended%20to%20have%20your%20IT%20team%20add%20all%20domains%20and%20addresses%20in%20the%20Collective%C2%A0section%2C%20as%20well%20as%20those%20for%20the%20regional%20data%20center%20that%20your%20account%20uses.%C2%A0)?

This will ensure that all HubSpot emails end up in the user’s inbox!

Let me know how that goes 🙂

Cassie, Community Manager

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<div class="post-metadata">

**Author:** ![Roberto1897](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/roberto1897/32/61905_2.png) [@Roberto1897](https://community.hubspot.com/u/Roberto1897)\
**Post date:** [July 15, 2026, 12:17am UTC](https://community.hubspot.com/t/cuenta-bloqueada/153005/4 "2026-07-15T00:17:43Z")

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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!

> **(attachments)**
>
> ![Block 1.jpg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/5/1/51a9f66ff6091c95859e4dada42437bead9dce70.jpeg)  
> ![block 2.jpg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/d/0/d0b02b240c469f6794dbf16aa68f89030d00df61.jpeg)

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<div class="post-metadata">

**Author:** ![Roberto1897](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/roberto1897/32/61905_2.png) [@Roberto1897](https://community.hubspot.com/u/Roberto1897)\
**Post date:** [July 17, 2026, 6:43pm UTC](https://community.hubspot.com/t/cuenta-bloqueada/153005/5 "2026-07-17T18:43:40Z")

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I added the HubSpot email addresses to the allowlist and the problem was solved.

Thanks a lot!

Roberto