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File Requests - email notifications when files are uploaded have stopped

File Requests - email notifications when files are uploaded have stopped

Power Diary
New member | Level 2
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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.

1 Accepted Solution

Accepted Solutions

Jay
Dropbox Staff
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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?

 


Jay
Community Moderator @ Dropbox
dropbox.com/support


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View solution in original post

6 Replies 6

Nandan S
Dropbox Engineer
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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
New member | Level 2
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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
Dropbox Engineer
Go to solution
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
Dropbox Staff
Go to 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?

 


Jay
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join!

Power Diary
New member | Level 2
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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
Dropbox Staff
Go to solution

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!  


Walter
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, give it a Like below to let us know.
:arrows_counterclockwise: Need help with something else? Ask me a question!
:pushpin: Find Tips & Tricks Discover more ways to use Dropbox here!
:arrows_counterclockwise: Interested in Community Groups? Click here to join

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    Walter Dropbox Staff
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    Power Diary New member | Level 2
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    Jay Dropbox Staff
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    Nandan S Dropbox Engineer
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