TOPIC:

Our club is switching our account to US Bank. I use my FTH officer email for my current account with Chase Bank and it works with Zelle, Venmo and Square. When I go into my profile on my new account and click to CONFIRM my email address, US Bank sends a verification email and I do not receive it. Their IT folks can see that it is sent and they show a status of "delivered". But I never get it. 
I did whitelist @usbank.com and multiple variations, and I still do not get the email with the account verification code. 

I have a ticket open for the US Bank IT team, but I'm not certain that the issue is entirely on their end. Is there anything more I can do on FTH to make sure these emails can be relayed to me? 

One of the US Bank domains that appears in the FTH email logs for your email address is not in your whitelist; @email.usbank.com

The email from This email address is being protected from spambots. You need JavaScript enabled to view it. has a subject: [Were updating our digital services agreement.] so maybe that address also handles the verification emails.

I am both VP Membership and Treasurer for my club. I have both the vpm-4770 and treasurer-4770 club email addresses. 
I noticed that the message from US Bank is being relayed by the FTH server to the vpm address. But US Bank doesn't know the vpm one at all, they only have the treasurer address. Might this have something to do with it not forwarding successfully? 

Multiple officer roles doesn't affect email forwarding as they all simply forward to your primary email address. (and secondary if that box if checked)

FTH email logs show from USBank emails to vpm-4770 and Chase emails to treasurer-4770. Not sure how this could happen without USBank having the vpm address. Please double check this. If confirmed that USBank has the treasurer address, please share the email header from one of the US Bank emails.

I can attest that I never gave out the vpm email to either bank. Attached is a screen print of my account profile with US Bank, showing only the treasurer email. I have no idea how the vpm email could be associated with emails from US Bank. 

This must somehow be related to my problem. I need to confirm my email address on this account because it's a new account. I click Confirm and US Bank sends an email so I can confirm it. But I never receive that email, so I don't have one to show you the header. My guy in the local branch called their IT line, who confirmed that their system sends the email and they show it as delivered which I take to mean that it arrives at the FTH server. They asked me if I could log into the inbox for the treasurer id, but that's not accessible to me. Attached is a second screenshot showing what I believe is the email forwarded from the FTH server. 

We have an open ticket with US Bank and it's been escalated up the tiers to their highest team. QUESTION: if they would like to get in touch with your team to collaborate, how can I put them in contact with you? (and I assure you, anything you share with me would be used only this one time and I would never use it again).  
 

pvtm4770 wrote:

They asked me if I could log into the inbox for the treasurer id, but that's not accessible to me. Attached is a second screenshot showing what I believe is the email forwarded from the FTH server. 
 

FTH is an intermediary between the sender and the primary email account for each member. There's no email server/inbox in the FTH system.

Please check if there are any rules in your gmail accounts that are automatically forwarding email sent to treasurer-4770.

FTH admin will have to address your other request.

I own This email address is being protected from spambots. You need JavaScript enabled to view it.. There are no forwarding rules associated with these emails. 
 

We have an open ticket with US Bank and it's been escalated up the tiers to their highest team. QUESTION: if they would like to get in touch with your team to collaborate, how can I put them in contact with you? (and I assure you, anything you share with me would be used only this one time and I would never use it again).  
 

What IP address is sending the emails.
What is the from address of the verification email?

We are all volunteers, we only do support when we have the time. There are no employees to answer phones or direct emails.

Thanks for responding, Brian. 
I finally heard back from the IT folks at US Bank. They said they had to fix something on my account and it will take up to 72 hours for the fix to reflect online. Hopefully, at that point things will work normally! If they do come back and ask me to get in touch with you, I'll get the info you requested and come back here.
Fingers crossed that they found the right root cause. 

You will know my issue is fully fixed when I come back to this thread and do the Thank You step to acknowledge how great the support has been. 

US Bank's IT folks did something on their end but their emails are still not getting all the way to me. Attached is a log from their end, showing times and dates for emails sent. They show them as "delivered", which I take to mean that they have gotten to the FTH server. 

In our club's Email Security tab, I have every variation of usbank.com that I've seen from them. The first one is what they told me I needed to whitelist. 

This email address is being protected from spambots. You need JavaScript enabled to view it., @usbank.com, @notifications.usbank.com, This email address is being protected from spambots. You need JavaScript enabled to view it., This email address is being protected from spambots. You need JavaScript enabled to view it., @sg.notifications.usbank.com, @o2.statements.usbank.com, @email.usbank.com  

Can you look in your logs and match up to any of the ones they show as Delivered?  These should relay from treasurer-4770 to This email address is being protected from spambots. You need JavaScript enabled to view it. and This email address is being protected from spambots. You need JavaScript enabled to view it.. I checked my profile and clicked the box to always send email to both my primary and secondary email. I did try setting my secondary email to a non-Gmail id and resent the confirmation request from US Bank, but that did not work either, so it's not just a weird issue with Gmail. (I set that email back to pvtm4770, because that's the one I need on here). 

Please let me know what you are seeing on the server side. Thank you for helping dig into this. I really need to get this bank account working, and these same email ids all work from our current account at Chase, which unfortunately we have to get out of. So I need US Bank to work.

Please also let me know if you can think of anything else to try. I have to use the treasurer-4770 id because it's registered with Zelle and our other related accounts and it automatically shifts to the new Treasurer if/when there is a change in officers. 



 

This email address is being protected from spambots. You need JavaScript enabled to view it. does not show in any of our email logs.
It looks like they are using Sendgrid to send their This email address is being protected from spambots. You need JavaScript enabled to view it.. Sendgrid is a known email company that allows spammers and has been blocked by our firewall many many times.

If they give the IP address(s) This email address is being protected from spambots. You need JavaScript enabled to view it. are sending from I can remove those IP blocks.

We have many clubs with member email addresses of @usbank.com and they all work fine.

You asked for their IP address. Please try this: 149.72.245.143

Let me know when I can try again to verify my account with US Bank.
Thanks!

149.72.245.143 was blocked I have unblocked for now.

YAY, IT WORKED!!! 
Thank you so so so much for sticking with this for me. I'm so happy to finally have that account working.