# User not receiving password reset email - access issue

**URL:** <https://community.hubspot.com/t/user-not-receiving-password-reset-email-access-issue/163091>\
**Category:** UNBOUND\
**Tags:** issue\
**Created:** [October 26, 2026, 8:11pm UTC](https://community.hubspot.com/t/user-not-receiving-password-reset-email-access-issue/163091 "2026-10-26T20:11:09Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![FVSilverio](https://avatars.discourse-cdn.com/v4/letter/f/bc8723/32.png) [@FVSilverio](https://community.hubspot.com/u/FVSilverio)\
**Post date:** [October 26, 2026, 8:11pm UTC](https://community.hubspot.com/t/user-not-receiving-password-reset-email-access-issue/163091/1 "2026-10-26T20:11:09Z")

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Hello, HubSpot team!

Our colleague \*[redacted] \*has been added to an internal email suppression list, preventing her from receiving the two-factor authentication (2FA) code.

Could you please remove this suppression?

We’re on the Free plan and don’t have direct access to support. We’ve experienced this exact issue before and were able to resolve it with help from the sales team.

The issue is exactly the same as the one described in this thread:  
[https://community.hubspot.com/t5/CRM/User-not-receiving-password-reset-or-system-emails-urgent-access/td-p/1239374](https://community.hubspot.com/t5/CRM/User-not-receiving-password-reset-or-system-emails-urgent-access/td-p/1239374)

Thank you in advance for your help!

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**Author:** ![stassey](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/stassey/32/36_2.png) [@stassey](https://community.hubspot.com/u/stassey)\
**Post date:** [October 26, 2026, 8:49pm UTC](https://community.hubspot.com/t/user-not-receiving-password-reset-email-access-issue/163091/3 "2026-10-26T20:49:01Z")

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Hello @FVSilverio,

Welcome back to the Community!

Thanks for reaching out here and for the reference to the previous community post. I’ve taken a look at the user in question and can confirm that they were indeed bounced on our end. I’ve removed the bounce so they should be all good to go for now. For future reference, I might suggest sending them (or your IT team) this article on allow listing HubSpot emails. This could help avoid the issue moving forward.

> **[Not receiving HubSpot system or notification emails](https://knowledge.hubspot.com/marketing-email/not-receiving-hubspot-system-or-notification-emails)**
>
> Learn how to allowlist HubSpot's sender/domain and IP addresses to ensure that you receive system and notification emails from HubSpot.

Have a great week ahead! 🙂

Sam, Community Manager