If you've requested a password reset but haven't received the email, this guide will help you troubleshoot the issue and get back into your account.
Quick Checklist
Before diving into detailed troubleshooting, try these quick fixes:
Check your spam/junk folder - This is the most common solution
Wait 10-15 minutes - Email delivery can be delayed
Verify your email address - Make sure there are no typos
Try a different browser - Clear cache and cookies if needed
Step-by-Step Email Troubleshooting
1. Check All Email Folders
Password reset emails are frequently flagged as spam. Check these locations:
Spam/Junk folder: Look for emails from Senja or noreply addresses
Promotions tab: If you use Gmail, check the Promotions tab
All Mail folder: Search for "Senja" or "password reset"
Blocked senders: Make sure Senja emails aren't blocked
2. Verify Your Email Address
Common email address issues include:
Typos in the email address (extra letters, wrong domain)
Using a different email than originally registered
Extra spaces before or after the email address
Confusion between work and personal email addresses
Try these email variations:
Your work email if you entered personal email
Your personal email if you entered work email
Any other email addresses you commonly use
3. Email Provider-Specific Issues
Some email providers have stricter filtering:
Corporate emails: Company firewalls may block password reset emails
Educational emails (.edu): Often have strict security filters
Outlook/Hotmail: Check the "Other" folder in addition to spam
Yahoo: Look in both spam and bulk folders
4. Technical Solutions
Clear your browser cache and cookies:
This can resolve issues with the password reset form
Try requesting the reset in an incognito/private browsing window
Try a different device or browser:
Sometimes browser extensions or settings interfere
Mobile browsers may work when desktop doesn't
Disable browser extensions temporarily:
Ad blockers or privacy extensions can interfere
Try disabling them and requesting reset again
When Self-Service Doesn't Work
If you've tried all the above steps and still haven't received the password reset email, it's time to contact support.
Contact Senja Support
Contact our support team and include this information:
Email address you're trying to reset: Include the exact email with no typos
When you requested the reset: Date and approximate time
What you've already tried: List the troubleshooting steps you've completed
Email provider: Gmail, Outlook, Yahoo, corporate email, etc.
Error messages: Screenshot any error messages you see
Alternative Email Addresses
Also provide any other email addresses you might have used:
Work vs. personal email
Old email addresses you may have used
Any aliases or forwarding addresses
Preventing Future Issues
To avoid password reset problems in the future:
Add Senja to your email contacts: This helps prevent emails from going to spam
Whitelist the domain: Add @senja.io to your email whitelist
Keep your email updated: Make sure your account has your current, active email
Use a reliable email provider: Some providers are more restrictive than others
Related Issues
If you're experiencing related problems:
How to change/reset your password - Basic password reset guide
What to do if your account already exists when signing in - Account access issues
What to do if you are not receiving your registration email - Similar email delivery issues
Still need help? Our support team is here to help you regain access to your account. Contact Senja support with the information listed above.