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Forum Discussion
Not receiving emails for password reset
Dropbox has changed my password for "security purposes" and now I can't login. I was told to request a password reset - so I did - entered my email, saw it popup and say "an email has been sent" - an...
KimGremita wrote:
Hi all...so, I just got the same, canned, response - AGAIN! After the long explanation that I'm simply not receiving the password reset email.
Hello, Kim...
Hopefully by now, you've resolved your problem. On the off chance that you haven't had closure yet... the information below may be of use to you.
I just requested a password reset for one of our Dropbox accounts and I received it within seconds of the request.
The fact that you didn't receive the password reset email from Dropbox does not mean that they didn't send it to you (they did indeed send it to you, almost instantly). The blame for not receiving the password reset email falls on the shoulders of the several possibilities including your email account or the email program that you use (eg: Outlook, Windows Live Mail, Thunderbird).
One possibility that can prevent the password reset email from getting through to you is if you're trying to perform this task while at your place of employment. Some businesses may block certain emails because it's not work-related or in an effort to prevent possible malware from infecting their network via an employee's personal email account.
In some instances, you'll have to talk to your Network Administrator about whitelisting certain email addresses, especially if you're using an email address from an employer or an organization (eg: Employee@Company.com, Volunteer@NonProfit.org or Professor@College.edu).
The best way to make sure that you'll receive the password reset email is to whitelist Dropbox's address (this is different than adding it to your contacts or safe senders list).
EXAMPLE: Since I'm in charge of what passes through our business email servers, I whitelisted the two Dropbox addresses seen below (No, I'm not a Dropbox employee).
[1] *@dropbox.com
[2] *@dropboxforum.com
NOTE:@ On our servers, the asterisk in front of the @ symbol above denotes any prefix (eg: @example @ dropbox . com).
Be sure to take a look at the articles listed below for more information.
RELATED ARTICLES:- How to whitelist an email address with Gmail, Outlook.com or Yahoo! Mail
- How do I add email addresses to my safe senders list in my email client (or my security software)?
HELP CENTER ARTICLES:
Hi all...so, I just got the same, canned, response - AGAIN! After the long explanation that I'm simply not receiving the password reset email - after sending screenshots veryfying that email is working, that I have the no-reply email address in my contacts...is this a joke? Does anyone know how to get in touch with Dropbox support on the phone?
Rich
Super User II
Super User II
KimGremita wrote:
Does anyone know how to get in touch with Dropbox support on the phone?
Phone support is only available to Dropbox for Business customers. Unfortunately, all you can do is reply back to your ticket again. Don't open new ones. Use the same ticket.
Post your ticket number here and I'll see if I can pass it on to someone to look into.
I'm having the same problem and I have whitelisted all versions of dropbox emails. here's my ticket, too. 5199196
We have had this issue for about a month. The problem is the Dropbox sender address, even if you whitelist dropbox.com it will still not work.
This is the email sender address when I click forgot password.
0100015a81cad8e6-5c27f5fe-5fb1-4a0f-89dd-940f6b788097-000000@em
Email Header:
2017-02-28 10:37:57
SMTPS
Drop
-
54.240.27.15 :42794
111.143.29.55 :25
0101015a820b75c6-9aaea6a0-f612-4c73-b155-47a2112b278a-000000@em
How do you whitelis that?
We have whitelisted dropbox.com, 54.240.27.15, amazonses.com and it still gets dropped.
I do recieve the no-reply@dropbox when a new login occurs. The header from that email is correct
Received: from a10-202.smtp-out.amazonses.com (54.240.10.202) by
