We are facing an issue where one of our users is unable to receive password reset or verification emails from Auth0.
Details:
The user’s email is already verified in Auth0 (manually from the console).
When we trigger a password reset or verification email, the Auth0 logs show a successful event.
We are using SendGrid as the custom email provider in Auth0.
Other users with the same domain are able to log in and receive Auth0 emails without issues.
For this specific user, we have checked Outlook quarantine and message trace — the emails were never received.
We currently don’t have visibility into SendGrid activity/logs.
Question:
Where can we confirm whether the email was successfully handed off to SendGrid, or if it was suppressed/blocked? Has anyone encountered a similar issue where only a specific user within a domain is affected while others receive Auth0 emails without problems?
This is a client-facing issue and high priority. Can Auth0 support help check whether these emails were successfully pushed to SendGrid on your side? Any guidance on how to resolve this would be greatly appreciated.
Apologies for the late reply, after looking through your request, the best course of action in order to troubleshoot this would indeed be to verify the logs within SendGrid. I understand that this is not possible, I there any point of contact that has access to SendGrid and can verify on their end by any chance?
Additionally, does the user have a business email address by any chance, in which case ( if applicable ) they could have an Admin managing their address that could verify in case they have any filters applied and the email ended up in a different folder instead of their inbox ( Spam or something custom).
If you are on a Paid subscription, I highly recommend opening a Support ticket from the Support Center and our team of Developer Support Engineers might have the tools required in order to verify if the email has left Auth0 and arrived at SendGrid, in case this is an option. This should be the best approach, either to get access to some logs that can help or to have another specialised opinion about the best course of action.
Thanks for the guidance. I have gone ahead and raised a support ticket with Auth0 Support since this relates to our production tenant and requires deeper investigation on whether the emails were successfully handed off to SendGrid. I’ll continue the troubleshooting with the support team directly.