If you see the error message “We couldn’t find an account with that email address" when trying to sign in to Sync, the email address entered does not match an active Sync account. The following troubleshooting steps will help confirm that you're using the correct email address to regain access to your account.
How to fix this:
1. Check for typing mistakes
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
Then try signing in again.
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. Try resetting your password
If you think you are using the correct email address, try the password reset page. If the email address is associated with an account, you will receive password reset instructions.
If you do not receive a reset email, double check your spam or junk folder.
6. 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.