Why can't I reset my password?

For instructions on how to reset your password, refer to the password reset guide. If password reset is not working, follow these troubleshooting steps: 

Note: if you're using Sync as a part of an organization, contact your Administrator.

Verify your email address

  • Ensure you are entering the email address you used when you signed up with Sync.
  • Check for typos or extra spaces in the username input box.
  • Confirm the correct spelling of your email domain (e.g., @gmail.com vs. @gamil.com).

Verify that your email address is associated with an active Sync account

  • Check your email inbox for a "Welcome to Sync" account notification sent from help@sync.com (look at the To: address). If you don't see any emails from Sync, try checking a different email address.
  • Try signing up for a free Sync account with the same email to confirm if an account exists. If you are able to sign up for a free account, this means that the email you are trying to reset the password from is incorrect.
  • Ensure your account has not been suspended or cancelled for a billing issue (non-renewal). Check your email for notifications from our billing team.

Confirm that the email-based password reset feature is enabled

  • If you a certain you are entering a valid email address, and the password reset process prompts you to contact support, this may mean that the password reset feature is not enabled on your account. 
  • At this point you will either need to reset the password from a desktop app already installed (see next step), or contact support with detailed information (e.g., error messages, steps you've taken, or relevant account details) and our team will assist you further.

Check your desktop app and other settings

If you have the Sync desktop app installed, you can reset your password directly from the app. If you have the desktop app installed and this is not working: 

 

 

 

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