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New member | Level 2

7 years ago

Solved

A member is not receiving our invitation

I have sent an invitation to a new team member twice on our Pro account and she is not receiving them. I have double checked the address. Please advise.

Security

Team admin

Greg-DB
3 years ago
Thanks for reporting this issue. This issue is now fixed and should be working properly.

Apologies for any inconvenience this may have caused, and thanks again for bringing this to our attention.

17 Replies

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Mark
Super User II
7 years ago
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Is this to join a shared folder?

If so she should be able to accept it via www.dropbox.com/share
Walter
Dropbox Staff
7 years ago
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You could have her check her spam folder as well since you're sure about the email address you use BMCBret!

Keep us posted!
- Shassan
  New member | Level 2
  6 years ago
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  We are also having this problem today and invitation email is not coming through, have checked junk and spam several times and sent invite a couple of times, tried sending to different email address and so no luck.
  
  Please advise
  Seema
BMCBret
New member | Level 2
7 years ago
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Items checked: Spam folder / Deleted items / Corporate firewall blacklist

This is not the first time we have experienced this issue with our account, and it is random, so it has been hard to pin down.

The workaround that we used, was to invite the team member on her personal email address and then change the address to her corporate email account.

Thanks everyone.
- Walter
  Dropbox Staff
  7 years ago
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  Thanks for keeping us in the loop and posting your workaround as well BMCBret - sorry you had to go through all this. Glad to hear you managed to resolve this in the end though. Should you ever stumble upon an issue as such, log a ticket with our team to have this investigated if needed.
  
  Happy Monday!
Shassan
New member | Level 2
6 years ago
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New Member Invite not being received, have checked spam junk folders and tried inviting using personal email still no luck, please advise

Thanks

Seema
- Walter
  Dropbox Staff
  6 years ago
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  Hello Seema; I'm sorry to hear you're having issues with onboarding a member onto your team.
  
  As this pertains to account specific information, I've just sent you a message to your Dropbox associated email address so we can work on this internally (thus avoiding to disclose any sensitive information).
  
  Take a look at your inbox and we'll pick this up from there.
  
  Thanks in advance Shassan!
  
  Mark: Thanks for helping keep our Community neat :wink:
  - VBICT
    New member | Level 2
    6 years ago
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    We have the same problem. Invited a new member but the email never arrives.
Raffo
New member | Level 2
5 years ago
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Hello,

I have the same issue. I did not received a new invitation (nothing in the spam anymore).
How I can solve this issue?

Thanks,
Raffaele
- AKUK
  Explorer | Level 4
  5 years ago
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  I have had the same issue before, and again today, with a new Office 365 mailbox. I just spoke to Dropbox for Business support who fixed it:
  Dropbox Business Support wrote:
  It seems that this user was added to our Email Suppression list due to a filtered hard bounce-back from their email inbox. I have removed the user from the Email Suppression List, and you should be able to resend the invite at this point. One suggestion would be to have the user add no-reply@dropbox.com as an email contact to make sure that the invite (as well as future emails) are delivered properly.
  Maybe the invite was sent before the mailbox was fully provisioned so caused a bounceback therefore Dropbox put it on this suppression list?
ZenMaster
New member | Level 2
5 years ago
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My IT folks found all my invitations in the SPAM folder. Upon further investigacion they determined that because the reply-to address was mine rather than Dropbox, it looked suspicious and was dropped before the user even knew it.

I suggest Dropbox consider changing how they handle these messages. In the meanwhile, users having this problem should look for the issue in their spam system.

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I have sent an invitation to a new team member twice on our Pro account and she is not receiving them. I have double checked the address. Please advise.

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If so she should be able to accept it via www.dropbox.com/share ","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:289531_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMjYtZVNRZzFo\"}":{"__typename":"AssociatedImage","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMjYtZVNRZzFo","height":17,"width":20,"mimeType":"image/png"},"Rank:rank:26":{"__typename":"Rank","id":"rank:26","position":5,"name":"Dropbox Staff","color":"0061FE","icon":{"__ref":"AssociatedImage:{\"url\":\"https://www.dropboxforum.com/t5/s/mxpez29397/images/cmstMjYtZVNRZzFo\"}"},"rankStyle":"TEXT"},"User:user:364291":{"__typename":"User","id":"user:364291","uid":364291,"login":"Walter","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2017-02-27T06:16:58.288-08:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.dropboxforum.com/t5/s/mxpez29397/images/dS0zNjQyOTEtMjM5ODhpMUE2QTdDRTAyMDcwQTY1MA"},"rank":{"__ref":"Rank:rank:26"},"entityType":"USER","eventPath":"community:mxpez29397/user:364291"},"ModerationData:moderation_data:289533":{"__typename":"ModerationData","id":"moderation_data:289533","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"User:user:1226138":{"__typename":"User","id":"user:1226138","uid":1226138,"login":"Shassan","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2019-11-01T04:10:07.675-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":null},"rank":{"__ref":"Rank:rank:47"},"entityType":"USER","eventPath":"community:mxpez29397/user:1226138"},"ForumReplyMessage:message:289533":{"__typename":"ForumReplyMessage","uid":289533,"id":"message:289533","revisionNum":2,"author":{"__ref":"User:user:364291"},"readOnly":true,"repliesCount":1,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:101001020"},"parent":{"__ref":"ForumTopicMessage:message:289529"},"conversation":{"__ref":"Conversation:conversation:289529"},"subject":"Re: A member is not receiving our invitation","moderationData":{"__ref":"ModerationData:moderation_data:289533"},"body":"

You could have her check her spam folder as well since you're sure about the email address you use BMCBret!

Keep us posted!

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You could have her check her spam folder as well since you're sure about the email address you use !

Keep us posted!

We are also having this problem today and invitation email is not coming through, have checked junk and spam several times and sent invite a couple of times, tried sending to different email address and so no luck.

Please advise

Seema

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Please advise

Seema

Items checked: Spam folder / Deleted items / Corporate firewall blacklist

This is not the first time we have experienced this issue with our account, and it is random, so it has been hard to pin down.

The workaround that we used, was to invite the team member on her personal email address and then change the address to her corporate email account.

Thanks everyone.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":2,"postTime":"2018-08-13T09:43:52.876-07:00","lastPublishTime":"2018-08-13T09:43:52.876-07:00","solution":true,"metrics":{"__typename":"MessageMetrics","views":17182},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001020/message:289529/message:290815","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDI5MDgxNywyOTA4MTc","node":{"__ref":"ForumReplyMessage:message:290817"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"430","rawBody":"

Items checked: Spam folder / Deleted items / Corporate firewall blacklist

This is not the first time we have experienced this issue with our account, and it is random, so it has been hard to pin down.

The workaround that we used, was to invite the team member on her personal email address and then change the address to her corporate email account.

Thanks everyone.

Thanks for keeping us in the loop and posting your workaround as well BMCBret - sorry you had to go through all this. Glad to hear you managed to resolve this in the end though. Should you ever stumble upon an issue as such, log a ticket with our team to have this investigated if needed.

Happy Monday!

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Thanks for keeping us in the loop and posting your workaround as well - sorry you had to go through all this. Glad to hear you managed to resolve this in the end though. Should you ever stumble upon an issue as such, log a ticket with our team to have this investigated if needed.

Happy Monday!

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New Member Invite not being received, have checked spam junk folders and tried inviting using personal email still no luck, please advise

Thanks

Seema

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New Member Invite not being received, have checked spam junk folders and tried inviting using personal email still no luck, please advise

Thanks

Seema

Hello Seema; I'm sorry to hear you're having issues with onboarding a member onto your team.

As this pertains to account specific information, I've just sent you a message to your Dropbox associated email address so we can work on this internally (thus avoiding to disclose any sensitive information).

Take a look at your inbox and we'll pick this up from there.

Thanks in advance Shassan!

Mark: Thanks for helping keep our Community neat :wink:

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Hello Seema; I'm sorry to hear you're having issues with onboarding a member onto your team.

Take a look at your inbox and we'll pick this up from there.

Thanks in advance !

: Thanks for helping keep our Community neat :wink:

We have the same problem. Invited a new member but the email never arrives.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"77","kudosSumWeight":0,"repliesCount":6,"postTime":"2019-11-25T06:09:46.245-08:00","lastPublishTime":"2019-11-25T06:09:46.245-08:00","metrics":{"__typename":"MessageMetrics","views":13168},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001020/message:289529/message:380658","customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"82","rawBody":"

We have the same problem. Invited a new member but the email never arrives.

Hello,

I have the same issue. I did not received a new invitation (nothing in the spam anymore).
How I can solve this issue?

Thanks,

Raffaele

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"157","kudosSumWeight":0,"postTime":"2020-04-24T08:50:59.537-07:00","lastPublishTime":"2020-04-24T08:50:59.537-07:00","metrics":{"__typename":"MessageMetrics","views":2582},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001020/message:289529/message:413811","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDUyOjF8aW50LDQyNTgyNyw0MjU4Mjc","node":{"__ref":"ForumReplyMessage:message:425827"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"189","rawBody":"

Hello,

I have the same issue. I did not received a new invitation (nothing in the spam anymore).
How I can solve this issue?

Thanks,

Raffaele

I have had the same issue before, and again today, with a new Office 365 mailbox. I just spoke to Dropbox for Business support who fixed it:

Dropbox Business Support wrote:
It seems that this user was added to our Email Suppression list due to a filtered hard bounce-back from their email inbox. I have removed the user from the Email Suppression List, and you should be able to resend the invite at this point. One suggestion would be to have the user add no-reply@dropbox.com as an email contact to make sure that the invite (as well as future emails) are delivered properly.

Maybe the invite was sent before the mailbox was fully provisioned so caused a bounceback therefore Dropbox put it on this suppression list?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"208","kudosSumWeight":0,"repliesCount":0,"postTime":"2020-06-01T12:01:06.429-07:00","lastPublishTime":"2020-06-01T12:01:06.429-07:00","metrics":{"__typename":"MessageMetrics","views":2490},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:101001000/category:English/community:mxpez29397board:101001020/message:289529/message:425827","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"790","rawBody":"

I have had the same issue before, and again today, with a new Office 365 mailbox. I just spoke to Dropbox for Business support who fixed it:

Dropbox Business Support wrote:
It seems that this user was added to our Email Suppression list due to a filtered hard bounce-back from their email inbox. I have removed the user from the Email Suppression List, and you should be able to resend the invite at this point. One suggestion would be to have the user add no-reply@dropbox.com as an email contact to make sure that the invite (as well as future emails) are delivered properly.

Maybe the invite was sent before the mailbox was fully provisioned so caused a bounceback therefore Dropbox put it on this suppression list?

My IT folks found all my invitations in the SPAM folder. Upon further investigacion they determined that because the reply-to address was mine rather than Dropbox, it looked suspicious and was dropped before the user even knew it.

I suggest Dropbox consider changing how they handle these messages. In the meanwhile, users having this problem should look for the issue in their spam system.

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I suggest Dropbox consider changing how they handle these messages. In the meanwhile, users having this problem should look for the issue in their spam system.

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