This article applies to inSync Cloud
Problem Description
Users fail to receive password reset and new user emails
Things to Check Before reaching out to Druva Support
Verify the exact email address used, including spelling and any aliases/distribution lists.
Confirm the customer can receive other external (non‑company) emails.
Check if the customer has previously received emails from our product.
Identify the mail environment used (Outlook/Exchange, Google Workspace, etc.).
Ask whether the domain or sender was ever marked as spam or blocked.
Note the exact timestamp (including timezone) of the password‑reset attempt.
Cause
Common reasons why the password reset email does not arrive:
AWS SES Suppression: The recipient address is in AWS suppression due to prior delivery issues.
Recipient Mail Rejection: Customer’s mail server blocked the message due to spam/security rules.
Invalid or Inactive Address: The mailbox is misspelled, disabled, or the domain has configuration issues.
Common Reasons Why an Email Goes Into the AWS Suppression List
AWS SES places an address in suppression when sending is likely to fail or negatively affect the sender reputation:
Hard Bounces:
Permanent errors such as “Mailbox does not exist” or invalid domain responses.Spam Complaints:
The recipient or their provider marked previous emails as spam, generating a complaint through feedback loops.Policy‑Based Blocks:
Consistent recipient‑server rejections leading AWS to treat them as permanent failures.
Following are a few common reasons why the emails are usually added to the bounceback list :
Denied by the firewall or filter
Blocked by MailChimp
Blocked by Major ISPs
The email address does not exist
Undelivered email
Mailbox full
Vacation auto-responder or auto-reply
Network error
Resolution
Validate Address: Confirm the mailbox exists, is active, and is spelled correctly.
IT Whitelisting:Ensure that the following domains are not blocked in customers environment: druva.com, cloud.druva.com, amazonses.com,
Clear AWS Suppression: If the issue still persists, then, there is a possibility that the concerned email address is blocked in the suppression list or bounceback list by Druva or AWS. Contact Druva support to assist you in removing the concerned email address from the suppression list.
Retry: After suppression removal or whitelisting, have the customer trigger a new password reset and check all folders, including Spam/Junk.