If you’re having trouble resetting your password, the following troubleshooting steps can help you regain access to your Sync account.
1. Check for typos
Make sure your email address is entered correctly. Look for:
- missing letters
- extra spaces before or after the email address
- spelling mistakes
- the wrong domain name, such as gmail.com instead of outlook.com
2. Try another email address
If you have more than one email address, try signing in with any others you may have used to create your Sync account.
For example, you may have signed up with:
- a personal email address instead of a work email address.
- an old email address.
- a different alias or variation of your email address.
3. Check your inbox for Sync emails
Search your inbox for emails from Sync, such as:
- account activation emails
- password reset emails
- billing or subscription emails
- shared folder or shared link notifications
These emails are sent to the address associated with your account and can help confirm which email was used to sign up.
4. Confirm you are signing in on the correct Sync account page
If you were invited to a team, make sure you are signing in with the email address that received the invitation.
If you have multiple Sync accounts, make sure you are trying to access the correct one.
5. Contact your team administrator
If your account is part of a Sync Teams account, your team administrator will be able to confirm:
- which email address is associated with your account.
- whether your account has been added correctly.
- whether your account invitation is still pending.