Multiple users attempting to access a newly created ZeroTrust Team are not receiving their One Time Password codes via e-mail.
What steps have you taken to resolve the issue?
I’m working with a third party and an office I do IT for. I’ve confirmed that another email with my own organization is able to receive codes and connect to the team in question. The other users having problems are of a different domain and have informed me they have not received any email codes to authenticate/access the team. I added an additional personal email to verify I can receive the code through another source. I confirmed that a code was then delivered to that Personal email.
I’m wondering if the emails in question are on a suppression, or no-go list.
What are the steps to reproduce the issue?
1.) Open Cloudflare Warp, go to Zero Trust sign in and enter Team name
2.) Enter Email address and send code
3.) wait 15+ minute for no signs of a code being delivered.
Thank you @fritex I do not see the affected emails on the suppression list, I suspect there is an issue with the mail provider and/or as @fritex suggested perhaps some configuration issue with the DNS records.
@DTCToday are you encountering any issues with receiving emails to the account you are using here? If not, can you create an account ticket and share your ticket number here? We’ll flag that for the Support team to dig deeper.
@micky fyi to keep an eye out for the ticket number.
The email account used for the creation of this account for the Cloudflare community hasn’t had any problems receiving codes from you all. The email is shared between several technicians who are also able to receive email codes when setup on email access lists.
I don’t know that I can properly create a ticket as the shared account is a free account which we use to aggregate the other accounts we open/setup for ZeroTrust. I, Brandon the tech writing this from DTC, just opened a ticket from my account. I got case ID: [01260320]
I did receive a different email from one of the end users to add to the Access list to see if by chance they get a code with that email.
I will update here when I hear back on whether or not that worked.
I heard back from one of the members I was working with and confirmed that the alternative email they provided me was able to receive a code for accessing ZeroTrust.
I got 4 more alternative emails for the remaining users and will be having them try those.
So far it seems that the alternative emails I was provided have gotten them some codes delivered. For now I think I can close this up. At this point It’s just trying to get the end users to follow some instructions about what they need to do once they’re connected based on the configuration of the team.