I didn't receive the forgot password email?
What to check when you didn't receive the forgot password email.
Three things are usually going on when a forgot-password email doesn't arrive.
Work through them in order — the third is the most common and the least obvious.
1. Check spam and promotions
The reset email is sent by Acquisity or a partner no-reply sender with the subject Reset password instructions. It can still get filtered, so check:
- Spam / Junk folder
- Gmail's Promotions and Updates tabs
- Any rules or filters that auto-archive on certain sender addresses
If it's not in any of those after 10 minutes, it's probably not coming.
2. Typo in the email address
Go back to the Forgot password form and re-enter the email exactly as it appeared on your original purchase receipt. A single character off and the email is sent to an address that doesn't exist.
3. You don't have an account yet (most common)
Forgot password only works for accounts that exist. If you paid for a plan but never clicked Sign up, you don't have a login yet — so there's nothing to reset.
What to do: go back to the sign-in page and click Sign up instead of Log in. Use the same email your plan was purchased with. The account gets created and your plan attaches to it.
See Sign up vs Log in for the full explanation.
If nothing works after all three
Start a chat with support. In the app, use Feedback in the bottom-left sidebar; from the sign-in page or public help pages, use the support chat if it appears. Include the email address you're trying to reset, the date of your original purchase, and roughly what plan you bought. Support can look up the account and confirm which state it's in.