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Support / SUP-786

Marlow: password reset emails held in quarantine

Project
Support
Type
Support request
Status
Done Done
Priority
Medium
Organization
Marlow Cold Chain
Reporter
Tom Ashby <tom.ashby@marlow.example>
Assignee
Ines Costa <ines.costa@acme-hq.example>
Labels
marlow-cold-chainemail
Components
notifier
Created
28 Apr 2026, 13:12 UTC
Updated
29 Apr 2026, 08:30 UTC
Resolved
29 Apr 2026, 08:30 UTC

Description

New starters at Thurrock don't get the password email. Our IT found them in quarantine. Anything changed your end?

Comments (3)

Ines Costa · 28 Apr 2026, 14:05 UTC

Hi Tom, nothing changed on our side: the emails pass SPF and DKIM. Quarantine is your mail filter's decision, often after a policy change.

If your IT adds notices@acme-hq.example as an allowed sender, they'll go to the inbox. The held ones can be released from quarantine, and the links in them still work for 24 hours.

Tom Ashby · 29 Apr 2026, 08:12 UTC

IT had tightened the filter last week. Allowed now, starters are in.

Ines Costa · 29 Apr 2026, 08:30 UTC

Thanks Tom, closing.