Not receiving account verification emails

Retired Boards Appdev Authentication

Topic summary

  • Issue: A .uk (not .co.uk) domain hosted on Office 365 was not receiving Shopify account verification emails. Messages were not in Junk or Quarantine, and other Shopify emails (invoices, guidance) were delivered; verification to a different Office 365 domain worked immediately.

  • Context: This suggested a sender-side issue specific to the affected domain rather than a recipient server problem. The user initially struggled to find a way to contact support via the Help Centre.

  • Resolution/update: After reaching Support via Chat, Shopify identified the .uk domain was blacklisted on their end. “Blacklisted” here means the sender’s email system had blocked messages to that domain; once delisted, verification emails arrived promptly.

  • Status/outcome: Resolved. Key takeaway: if verification emails fail while other notifications arrive, ask support to check for a sender-side domain blacklist, especially when the issue is isolated to one domain.

Summarized with AI on January 10. AI used: gpt-5.
1

We are using a .uk domain (note: NOT a .co.uk domain) and we never receive the account verification emails.

We know what we are doing with IT and the domain is working correctly and the emails are NOT being caught in Junk or Quarantine. The domain email is hosted on Office 365.

If we change the account email address to another domain also on Office 365, the account verification email comes in striaght away.

For some reason, the Shopify verification emails don’t like our .uk domain.

However, we are quite happily receiving all the Shopify other emails such as invoices and the how to do this and that emails

Anyone else come across this problem.

Also, how the hell are you supposed to contact support. We have been around the Help Centre countless times and have never found a way to actually contact support!!!

2

replying to my own post - I stumbled on how to get to Chat and the support rep found our domain was blacklisted on their end. Verification emails are now coming in!!