Hi, I recently assigned a pre-existing account to a new collaborator. Initially, they weren’t receiving password reset emails or the magic link. I checked if it was an issue with my server (Neubox), but I confirmed it wasn’t a provider issue since emails are arriving without problems for other users.
I deleted the user and regenerated them. The invitation email did arrive in the inbox, however, when I tried to create the user, the system indicated that the account already exists and to recover the password. The issue is that after this step, the reset emails still aren’t arriving.
Hi @JAEAEgoing Jess here and I’m happy to help! Looking on the backend I don’t see a bounce and there were a couple of emails that were received and opened today – can you confirm you still need help?
Jess, thank you so much. Just a few minutes before this message, I received an email confirming that there was indeed a global bounce for the user. It has now been resolved. Thanks for your support!
It sounds like you’ve already checked the main thing I would have looked at first -whether the email provider is blocking the messages. Since other users are receiving emails normally, and the invitation email did come through after recreating the user, I don’t think Neubox is the main issue here.
The part that stands out is that HubSpot is saying the account already exists, but the password reset/magic link still isn’t showing up. That usually makes me think there’s still some existing user/account record tied to that email address rather than HubSpot treating it as a completely new user.
I’d try removing the user again and making sure there isn’t a pending invitation or another access record for that same email. Then give it a little time before adding the user back instead of recreating them immediately.
When you add them again, send a fresh invitation and see if that comes through. If it does, but the password reset email still doesn’t, I’d also check the spam/junk folder and search the mailbox for “HubSpot” just to make sure it isn’t being filtered somewhere.
If the same thing keeps happening, I’d probably take this to HubSpot Support. Give them the affected email address and roughly when you tried the password resets. Since the invitation email is being delivered but the reset emails aren’t, they should be able to check the email delivery logs and see whether those reset messages are actually being generated or if something is happening with that specific account.
So I wouldn’t spend too much more time troubleshooting Neubox at this point - the behavior you’re seeing seems more specific to the existing HubSpot user/account.