I’ll explain the whole chain of event below.
I wanted to create an account using the email address of a company I’m working for, and got informed the email address was yet to be created. So they created it and then I tried again to create a Netlify account with it, they want to use Netlify for their website.
Now the problem is we don’t get any Netlify validation email on that address. While this address works perfectly well for all the rest. Indeed I’ve created this answers.netlify.com account using it.
The last message received from Netlify support was saying:
It looks like the email address bounced again after your most recent attempt to sign up:
time="2025-05-12T11:00:21.641773438Z" msg="Bounce notification received from AWS SES" request_id="e8491fe0-6082-4fe4-96ac-deb2966a1674" bounce_type="Permanent" message_id="01000196c4271b2f-ebf2e9eb-00d8-44fc-9230-b7c710cea249-000000" subject="[Netlify] Let\u2019s verify your email" receipient="admin@....................." mail_action="failed" diagnostic="smtp; 550 5.1.1 <admin@.....................>: Recipient address rejected: User unknown in virtual mailbox table"
I’d recommend reaching out to your email provider to understand what’s causing this bounce.
Which I did, and they came back saying they don’t receive any message. So my gut feeling is SES is blocking it.
But the Netlify support team is ghosting me now, which I don’t understand the reason why.
Has anyone ever faced this challenge?
I’d imagine this is because Netlify have no control over your email service/provider.
If there’s an issue on the other end they can’t “force it to work”.
Nor are they likely to invest too much time/effort into potentially a “once off issue”.
Currently you say there are two sides:
Side 1 (Netlify) have said: We sent an email, it bounced, here’s the proof.
Side 2 (?) have said: We haven’t seen anything.
Since proof has been provided, what’s making you believe Side 2 over Side 1?
Presumably it’s possible for both to be true.
What are you expecting Netlify to be able to do?
If you outline clearly what you expect, perhaps Netlify could do it.
@nathanmartin You’re asking me to “outline clearly” what I expect. How do you want me to do that without having access to Netlify logs. I’ve searched on this forum and there are similar cases like this one (Not receiving email verification mail during sign up).
How these cases differ from mine, tell me.
You’re adding “Netlify have no control over your email service/provider.”. This email service is saying they have no control on what Netlify/SES is doing and they don’t receive any email. Moreover you seem to elude something important in my explanation: all other domains messages are successfully reaching the email user, I got a notification of your reply from notifications@netlify.discoursemail.com just now.
I got some additional news from the email provider. It could be their fault @nathanmartin. Please let me investigate with this and I’ll come back to update this case. Sincere appologies
@cocoa Just to be clear, I don’t work for Netlify, I’m just a community member.
I’m just at a loss as to what you expect Netlify to be able to do?
What you want them to do, is separate from whatever logs they may have access to.
Isn’t what you provided in your previous post what they provided to you?
time="2025-05-12T11:00:21.641773438Z" msg="Bounce notification received from AWS SES" request_id="e8491fe0-6082-4fe4-96ac-deb2966a1674" bounce_type="Permanent" message_id="01000196c4271b2f-ebf2e9eb-00d8-44fc-9230-b7c710cea249-000000" subject="[Netlify] Let\u2019s verify your email" receipient="admin@....................." mail_action="failed" diagnostic="smtp; 550 5.1.1 <admin@.....................>: Recipient address rejected: User unknown in virtual mailbox table"
That is presumably from Netlify’s log of the attempt to send to your address.
How would you having access to their logs change anything?
I can’t tell you, but they could differ in various ways.
It would almost certainly be a fallacy to claim that “all errors are the same”.
Yes, that’s correct.
Your inbox have no control over the send.
Just as the sender have no control over the receipt.
I’m not really eluding to anything.
I’m just trying to understand what you expect them to do.
Knowing this it seems you’re asserting that the email inbox absolutely does work.
As evidenced by the receipt of the notification send by Discourse.
So you just want them to “check again”?
To check however their email system works, make sure the email address isn’t blacklisted and try and send again? (Which is fine, and fair enough)
I’ve seen people encounter all kinds of issues receiving emails over the years, sometimes their email has been added to a block list for whatever reason. It’s entirely possible yours was added when it bounced.
It’s how you would traditionally raise issues with creating an account.
I’d mention that you’re concerned the email address might be be blocked on their end.
(Since they communicate to those tickets via email - so if it is, you may not even hear back.)
I suspect if it had been blocked, they’d have mentioned/fixed it though, when they provided the bounce info.
@nathanmartin the email provider actually provided a screenshot showing that they received a message at 2025.05.12-13.00 London time from this domain smtp-out-ses.netlify.com but nothing past that time from netlify.com.
The email user has been created around 2025.05.12-13.30
And Netlify provided a single log (shown in this thread) taken at 2025-05-12T11:00:21.641773438Z. I don’t know which timezone is this one, but this is potentially the log of the first message which is legit. The user wasn’t created at that time.
So I would need Netlify to check the logs of the account creation attempt performed today for instance, I’ve tried again just 5 minutes ago and I still don’t receive any email.
@hrishikesh the timeline matters, your log is maybe the response to the first attempt. As I said at that time (first attempt) the email user wasn’t created yet. So it’s possible something else is going on now.
I’m having a issue of authentication error when signing up , looked out for some solutions and i was told to disconnect and reconnect my GitHub of which i did.
But now am no longer receiving the verification mail, i tried to sign up with a new mail , and didn’t receive the verification mail on that too.
