Senja
Troubleshooting

Troubleshooting signup or login issue

If you're having trouble logging in, finding your account, or accessing a team you were invited to, here's how to sort out the most common causes.

This is applicable to any Senja plans (Free, Starter, and Pro).

The page doesn't load when I login to Senja

The common causes are:

  • Network connectivity issue

    • Check your internet connection speed and stability

    • Connect to different network

  • Virtual Private Network (VPN)

    • VPNs can interfere with the connection to our authentication service

    • Temporarily disable your VPN and retry the login

When I signup, it says an account already exists

There's a possibility that an account was made using that email address, especially when it's a company email. To resolve this:

You forgot your password

Reset your password following How do I change/reset my password?

Password reset email not received

  • Check all inboxes

    • Password reset emails are often filtered into spam/junk/promotion folders

    • Search for Senja, noreply, or password reset

  • Make sure Senja emails aren't blocked because 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

    • Make sure Senja emails aren't blocked

  • Check if it's browser issue, sometimes browser extensions or settings interfere

    • Clear cache and cookies in your current browser and then try again

    • Try requesting the reset in an incognito/private browsing window

    • If it doesn't work, try using different browser or device (mobile browsers may work when desktop doesn't)

    • Disable browser extensions temporarily and request the reset again (dd blockers or privacy extensions can interfere)

  • Wait a few minutes

    • Email delivery can sometimes take 5-10 minutes

    • Try waiting before requesting another reset

  • Try the reset process again

  • Verify your email address

    • Make sure you're entering the exact email address associated with your Senja account

    • Check for typos or extra spaces before/after the email addresses

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

Password reset brings me to a new account

If completing the password reset process seems to create a new, empty account instead of accessing your existing account, you may have multiple accounts.

  • Look back on any different email addresses that you have (work email, personal email, other email addresses you commonly use)

  • Try different email variations in the login

Still can't access your account?

If none of those steps work, contact our Support team. Provide these information:

  • Brief information about the issue (login failed, reset email was not sent)

  • What troubleshooting steps you took and what happened during the process

  • When do you encounter this issue (approximately)

  • The email address you are using for Senja

  • Other email addresses that you have/might use (work email, personal email, old email addresses, aliases or forwarding email addresses)

  • The email address you're trying to reset

  • The visual of what is happening (screenshot, video walkthrough)

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