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le oct. 22, 20204:35 PM - dernière modification le oct. 23, 20205:10 AM par TiphaineCuisset
Participant
Password reset email not arriving for inactive account
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 .
Password reset email not arriving for inactive account
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.
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!
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.