If the "Reset Password" button in your email is unresponsive, opens a blank page, or displays a "Page Not Found" error, use these steps to resolve browser and formatting conflicts.
1. Use the Manual Link
Email clients occasionally strip the formatting from buttons, rendering them unclickable.
Action: Scroll to the bottom of the email.
Fix: Copy the full URL text provided beneath the button and paste it directly into your browser's address bar.
2. Open in Incognito or Private Mode
Security extensions, ad-blockers, or stale session cookies can interfere with the reset token.
Action: Right-click the Reset Password button and select Open link in Incognito window (Chrome) or InPrivate window (Edge).
Alternative: Copy the manual URL from the bottom of the email, open a private window (Ctrl+Shift+N), and paste the link there.
3. Verify Link Expiration
Suralink reset links are single-use. Requesting a new link immediately invalidates all previous ones.
Clear Inbox: Delete all older Suralink password reset emails to avoid clicking an expired link.
Use the Latest Email: Only use the link from the most recent email received.
Wait for Delivery: If you requested a reset multiple times, wait 5 minutes for the final email to arrive before attempting to click.
4. Security Software Interference
Some corporate security filters (like Mimecast or Proofpoint) "click" links to scan them before they reach your inbox. This can accidentally exhaust the single-use reset token.
Action: If the steps above fail, contact your IT department to see if "Link Protection" is expiring the URL.
Support Fix: Contact Suralink Support through the Live Chat feature or email [email protected] if you suspect your security filter is automatically triggering the reset link.