New account is unable to receive verification email

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1

What is the name of the domain?

dsbgeneralconstruction.com

What is the issue you’re encountering

I’m unable to receive the verification email to complete setup for my client’s new Cloudflare account

What steps have you taken to resolve the issue?

I’ve tried the re-send verification email button numerous times. I tried creating a new email address to send the verification emails to, however I’m stuck in a loop and can’t change the email until after I’ve verified the existing address. Message traces in Office 365 show no emails from Cloudflare. Are we on an internal suppression list?

What are the steps to reproduce the issue?

Create new cloudflare account, try to verify email. No email ever received.

2

Greetings,

Thank you for asking.

I am sorry to hear this.

Could happen that your e-mail address is on the suppression list.

May I also ask if you’re successfully receiving other emails from Cloudflare to this particular e-mail address?

In the meantine, just to be sure please make sure you allow all emails from [email protected] and [email protected] to prevent any issue.

I noted the team about this case.

Kindly and patiently wait for a reply.

4

@fritex thank you for the quick reply! I haven’t received any Cloudflare emails at the email address we set up for the account. Manual testing of the email address works, i.e. I can email it directly and reply from it w/o any issues. No messages from Cloudflare have made it to the Office 365 tenant. It’s a new tenant with no blocking of email addresses configured.

5

Thank you @fritex

@Erlach I do not see any bounced emails, but took steps to remove the address from suppression as a justincase. Can you let us know you are receiving them now?

Also as a justincase, please ensure the following addresses are on the allowlist at your origin mail server: [email protected] and [email protected]. Sorry for the issues.

6

@cloonan Unfortunately I’m still not receiving the verification email. Just to verify, the email address is not the one I’m signed into the community portal with. It’s for the email address I have on the account tied to the dsbgeneralconstruction.com domain. I’m using our MSP’s parent account to report the issue for a client I was planning on granting delegated access to. I hope that’s okay?

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7

Thank you, I appreciate the detail. I can see the bounces on that account and you should be good to go. Let me know if not.

8

@cloonan SUCCESS!!! Thank you so much! I’ve ran into this issue before. Is there anything I can do to prevent the bounces as I set up new accounts for our clients? I have a rather large batch of accounts to get created here in the next few months as we migrate away from another vendor. Hoping I can make it through without too much trouble. I really appreciate your help!

1 Like
9

Thank you for the confirmation.

The easiest route is to ave your clients allowlist the emails I shared.

10

@cloonan We don’t block emails implicitly as a standard across all of our clients. The only blocked emails that we would ever implement come from client requests. Sounds like I won’t be able to do anything if Cloudflare’s system mistakenly adds us to the suppression list aside from creating another community post? I’ll make sure to add the emails to an allowlist if we happen to onboard a new client that does block implicitly. Thank you again!

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