What to do when password reset emails aren't received

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 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

• 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