Debug missing password reset

[chadwhitacre]

Reticketing from #1057 (comment):

The password reset from iwantmyname is visible in Gmail (delegated) but not in Freshdesk.

[chadwhitacre]

Freshdesk support said:

Could you please try reconfiguring the forwarding rule and see if you continue facing this issue. If so we can have it checked with our devs and see what could be causing the problem. So before we move it to them Kindly reconfigure the forwarding setting and see if the issue persists so we can work on this further.

[chadwhitacre]

I'm going to see if I can repro again with iwantmyname, then try their workaround.

[chadwhitacre]

Yes, still a problem. I sent a test message as a control and it came through fine. Password reset from iwantmyname is stuck.

[chadwhitacre]

P.S. DNSimple password reset came through fine.

[chadwhitacre]

Sent to Freshdesk support:

I've removed and re-added [email protected] from the list of "Global Support Emails" on:

https://gratipay.freshdesk.com/admin/email_configs

I've reverified the address and confirmed that it can receive a test message from my current address ([email protected]).

A password reset from DNSimple.com works fine.

A password reset from iwantmyname.com reaches Gmail but does not reach Freshdesk.

I have attached a copy of the failing message from iwantmyname.

Please advise.

[chadwhitacre]

Password reset from Read the Docs came through fine. Another one for iWantMyName failed again.

[chadwhitacre]

I had a check on this from my side and found that the ticket was not created as the email was dropped in by a blocked used. Please go to the customer tab and see if the email from which this email comes in is a blocked user in your system. If so please unblock the user to continue receiving tickets from this email.

[chadwhitacre]

Interesting.

[chadwhitacre]

I guess some spammer along the line sent mail through SES, and that's what iWantMyName (~= Mandrill) is using as well?

[chadwhitacre]

Restored and whitelisted. Retrying iWantMyName password reset ...

[chadwhitacre]

Still failing. I don't find ses in the raw mail.

[chadwhitacre]

Bounced back to support.

Also, double-checked spam: not there.

[chadwhitacre]

They fixed it! Asked for an explanation ...

[chadwhitacre]

I had a word with our devs to check what the issue was and they found that the email was blocked because of looping and henceI asked them to unblock this account.