If you requested a password reset email but haven’t received it, the issue is usually caused by one of the reasons below. Please follow each step below.
1. Check Your Spam or Junk Folder
Action:
Search your inbox and spam/junk folders for emails from
[email protected]Also, try searching for the subject line containing "Suralink" or "Password."
If you find the email in spam, mark it as Not Spam to ensure future emails arrive correctly.
2. Confirm You Are Using the Correct Email Address (Most Frequently Missed Step)
The password reset email will only be delivered to the email address that is registered on your Suralink account.
If the address entered does not match exactly, the email will not arrive.
Step A — Check Your Past Suralink Emails
To confirm the correct email address:
Open your email inbox.
Search for messages from
[email protected].Open any previous Suralink email (such as login notifications, engagement updates, or past password emails).
Verify the "To:" field — this is the email address that your Suralink account is registered under.
Use that exact email address when requesting your password reset.
Step B — Watch for Common Mistakes
Support frequently sees issues caused by:
Small typos in the email domain (e.g.,
@compny.cominstead of@company.com)Using an old work email that is no longer active
Using a personal email instead of a work email (or vice versa)
Confusing similar domains (e.g.,
.comvs.org)
Action:
Carefully retype the email address
Make sure the domain matches exactly what appears in your previous Suralink emails
3. Corporate IT Firewalls or Email Blockers
Some company email systems block automated emails even though Suralink shows the message as successfully delivered.
Action:
Contact your IT department and request that the following domains be added to your email allowlist (whitelist):
*@suralink.com sendgrid.net
This ensures future Suralink emails are not blocked.
4. Email Bounces
If a previous email sent to your address was rejected (bounced), the system may temporarily stop sending new emails to that address.
Action:
Contact Suralink Support. A support agent can check the bounce status and clear it so emails can resume delivery.
5. Browser Cache Issues
Occasionally, browser cookies or cached data interfere with the request.
Action:
Open an Incognito or Private browser window and request the password reset again.
If you still do not receive the email after completing all steps above, please contact Suralink Support and we'll be happy to help trobleshoot the issue further.