Why this matters
When you can't sign in, the password-reset email is your way back in — so it's frustrating when it doesn't show up. A few common causes explain almost every case, and most are quick to resolve.
Check these first
- First, check spam and junk thoroughly. This is the most common cause. Reset emails often get filtered — search your whole mailbox and check your spam, junk, and "Promotions" folders before anything else.
- Wait a few minutes. Delivery isn't always instant. Give it a few minutes before requesting another one.
- Request it for the exact account email. Make sure you asked for the reset using the precise address your account is registered under — not an alias or a different work address.
- Were you invited by someone else? If another person invited you to the account and the email never arrived, you don't need Support — ask the person who invited you to resend the invitation link from their account.
If it still doesn't arrive
The reset email is usually missing for one of these reasons, and each needs our Support team:
- Your login email is on the suppression list. If your sign-in address has been suppressed (for example after a spam complaint), account emails — including reset and 2FA codes — stop reaching you. Only Support can remove a login email from the suppression list. See Managing your suppression list.
- Your account was removed after long inactivity. Accounts left unused for a long time can be automatically deleted, so there's no account to reset.
- Your account is suspended. A suspended account won't send you a reset email.
What to do
Contact our Support team from a working email address and include:
- The account email you're trying to reset.
- That you requested a reset but never received it (and that you've already checked spam).
Support can confirm your account status, remove your login email from the suppression list if needed, and help you regain access.
Related articles
- Troubleshooting sign-in problems - Other reasons you can't sign in
- Multi-factor authentication (MFA) - When 2FA codes don't arrive
- Managing your suppression list - When your login email is suppressed
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