Can't login to my account

[GJohnson79]

Hi all,

One of our users can't login to his account - he's receiving the message to check his email fot 1 time login link but the email never comes. As an admin I've tried to reset his password but he never gets the email either. I've cleared cash, tried different browsers and incognito mode, different computers with no help. Our email provider checked if there is any issue from their site but came up with nothing. Does anybody has an idea how to get the access back?

[chighsmith]

Hi @GJohnson79,

Thank you for posting to the Community!

This could be a case where the user's email is bouncing on our servers. With that being said, can you please send me a DM with the user's email address as well as the Hub ID of the portal? 

For anyone else finding this thread, I recommend adding the Hubspot email addresses listed here to your email provider's allowlist settings to prevent this behavior.

Thank you!

Cassie, Community Manager