File Requests - email notifications when files are uploaded have stopped

[Power Diary]

All of a sudden, I am not receiving email notifications when somebody shares files to a file request link that I have sent them. I can't see anything in settings. Help.

This is brand-new, and I don't believe in the settings have been changed recently.  This is really important if I can, please get some help.

[Nandan S]

I just tried this and received an email when a file was uploaded to my file request link. Mind checking your spam folder just to double check?

[Power Diary]

Thanks for checking.  No - definitely not in spam.  The email notification comes through Helpscout, and the last time we did receive notification was on 17 March. Which may well have been the last time we received files, prior to today.   I've just tested this myself as well, and uploaded a file through a request, and we still haven't received any notification. This is the third one for today.

[Nandan S]

What does it mean when you say the email comes through HelpScout? What does your set up look like? May be I can recreate

[Jay · Accepted solution]

Hi @Power Diary, are you able to temporarily bypass Helpscout, or there has been an update on their end to see if this service is blocking emails sent from Dropbox domains?

[Power Diary]

Hi Jay, 

Not to worry. We finally worked it out. 

It was a spam issue, but it was a spam issue within Helpscout where Helpscout's algorithm identified dropbox as spam.  All sorted. Thank you so much. 

[Walter]

We're glad to hear it's sorted now and thanks for keeping us in the loop too @Power Diary 

Have a lovely week ahead and see you around the Community!