Password reset email not arriving for inactive account

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Regular Contributor

I am trying to reactivate an old account and my password reset email is not arriving. I have allowlisted all hubspot emails and checked spam. The email address for the account is .

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Community Manager

Hi @carlyejowens 

 

Thank you for reaching out! 

I was able to see that the reset password email has been sent by our server but that it was deferred because your email server gave the following error message: DNS_Failure. This may or may not be a temporary problem. This error originated from your email server, so your IT team would be the best resource to look into why this email is being rejected. If that can help your team investigate the issue, the email was first deferred yesterday at 9:32PM GMT+1/ and 3:32PM GMT-5.

 

Hope that helps.
Have a lovely day,
Tiphaine.


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Regular Contributor

The email account had been suspended, so it should go through now. Could you resend the email?

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Community Manager

Hi @carlyejowens 

 

We cannot send the same email again but I'd advise following the steps of this article and you should receive the reset password email then!

 

Best, 

Tiphaine


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Regular Contributor

I followed those steps, but I think the account was mistakenly unlicensed at the time again. Could you reset the email so I can try again?

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Community Manager

Hi @carlyejowens 

 

I cannot reset the email on my end, would you mind clarifying what's happening exactly now? Do you get an error message? If so, can you send us a screenshot ? (with the little camera button). The more information, screenshots, and details you can provide the better we can assist!

 

Thank you!

Tiphaine


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Regular Contributor

No error message, but the password reset email never arrives. 

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Community Manager

Hi @carlyejowens 

 

Thanks for your response. 

 

Would you mind reaching out to your IT team and ask them to follow these steps: 

Not receiving HubSpot system or notification emails

 

It's probably coming from some security filters of your email server. 

 

Hope that helps.
Have a lovely day,
Tiphaine.


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Regular Contributor

We don't use focused inboxes, the messages are not in quarantine, and we have allowlisted the email addresses and IPs. I have run into this issue before and once a notification email is sent from HubSpot to an email address and it bounces (as is the likely situation here since the email account was deactivated briefly), the email is marked as invalid and all future emails won't be delivered. In the past, HubSpot has been able to "unbounce" the email and it solved the problem.

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Community Manager

Hi @carlyejowens 

 

I've sent you a PM regarding this. 

 

Best, 

Tiphaine


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