Cannot verify email address - message sent to wrong address

[mhill]

I have invited a company member to join a team and dropbox sent an email to their correct address.  When they click on 'join' within the email it brings them to a verification page that says a verification email has been sent to their email, but it lists the wrong email address (off by one letter in front of the @). The wrong email address is not an address we have at the company.  How do I fix this?

[Megan]

Hi @mhill, welcome to our Community! 

Interesting behavior there. Have you double-checked, to make sure the email address you've invited to join the team is the right one? 

If I were you, I'd remove the invite, then start from scratch and send a new one. 

Keep me posted. 

[mhill]

Yes, I deleted the invite and invited again (twice actually).  The employee receives the invite from Dropbox via email (to their correct email address) but then when they click to join, it lists an incorrect email that cannot be changed.  

[Walter]

Hey @mhill, sorry to jump in, but could you have the employee try accessing the invite through another browser or after clearing their browser's cache?

Let us know how it goes!

[mhill]

I had hope but unfortunately neither worked.  I have opened up a ticket and sent some screenshots so hopefully they can help.  Thanks for trying!

[Walter]

Thanks for keeping me in the loop @mhill - I appreciate it.

If you want to, you can share your ticket's ID so that I can look it up in our system, if needed. 

[mhill]

Hi,   I need some help, I've been going around in circles for a week with my issue.  Ticket #16255793.  The help desk has escalated the issue twice but I don't think they understand that the issue is the verification email is being sent to an email that doesn't exist and never existed.  Anything you could do would be appreciated.

[Walter]

Thanks for the nudge on this @mhill 

I've found your ticket in our system and passed your comments on to the expert handling your case.

I'd recommend getting back to them directly for further assistance. 

Let us know if you need anything else in the meantime. 

[mhill]

Thanks, I already responded to the 2nd expert handling my case prior to reaching out to you. We have been emailing back and forth and she has been acting as a liaison between me and the Dropbox engineers for over a week now.   

[mhill]

My issue still isn't fixed.  I am told it was escalated to the engineering team on April 6.  It is now May 2 and I'm still being told it's with engineering.  Nobody can tell me anything except it's with engineering.  Any ideas on how I can get someone to actually look at my issue and give me suggestions to fix it???