If you requested a password reset but have not received the email, follow these steps to identify and resolve the issue.
1. Check Spam and Junk Folders
Search: Look for messages from
[email protected]or subject lines containing "Suralink" or "Password."Whitelist: If found in spam, mark the email as "Not Spam" to ensure future delivery to your primary inbox.
2. Verify Your Registered Email Address
Suralink only sends reset links to the exact email address registered to an active account. If the address does not match perfectly, no email will be sent. Note that if you have a pending account, a password reset email can not be sent until you set up your Suralink account. Be sure to search your inbox for any pending invitation emails from Suralink.
How to confirm your account email:
Search your inbox for any previous Suralink notifications (e.g., engagement updates or login alerts).
Check the "To:" field of those past emails.
Action: Use that exact address including the specific domain on the password reset page.
Common Errors to Avoid:
Domain Typos: Double-check for
.orgvs.comor misspelled company names.Personal vs. Work: Ensure you aren't using a personal address if your account is tied to your professional email.
Inactive Aliases: Use your primary primary work email, not an older alias that may no longer receive external mail.
3. Resolve Technical & Network Blocks
Corporate Firewalls
Strict security settings may block automated emails at the server level.
Action: Contact your IT department and ask them to allowlist the following:
*@suralink.comsendgrid.net
Email Bounces
If a previous Suralink email was rejected by your server, our system may stop sending messages to your address to protect sender reputation.
Action: Contact Suralink Support through the Live Chat feature or email [email protected] to check and clear your "bounce status."
Browser Interference
Cached data can occasionally interrupt the reset request process.
Action: Request the password reset again using an Incognito or Private browser window.
4. Still Haven't Received It?
If you have completed the steps above and the email still hasn't arrived, our support team is ready to assist.
Email: [email protected]
Chat: Click the Live Chat icon on the Suralink login page and request to speak with a human agent.