If you requested a password reset email from Synthesia but it has not arrived, there are a few common causes to check before contacting support.
Troubleshooting steps
Work through the following checks in order.
Check your Spam or Junk folder. Password reset emails can be filtered automatically. Search for an email from Synthesia and move it to your inbox if found.
Check your firewall or email filter settings. Firewall rules may block emails from reaching your domain. If you are on a corporate network, ask your IT administrator to review whether emails from Synthesia are being blocked.
Verify the email address you used. Make sure the address you entered matches the one registered to your Synthesia account. If you are unsure which email you used to sign up, try alternative addresses.
Allow up to 10 minutes for the email to arrive. Delivery can take a few minutes depending on your email provider.
✍️ Using Synthesia on a corporate network? Your firewall may be blocking emails from Synthesia. Check out Which Synthesia domains should I whitelist on my corporate network? for a full list of addresses to allow.
Still not receiving the email?
If you have completed all the steps above and the reset email has still not arrived, contact the Synthesia support team for further help.