Issue
I tried to reset my password using the Password Recovery page, but I didn’t receive the password reset email.
Applies To
All Sentry users
Resolution
Password reset emails are sent to the primary email address on your Sentry account. If you requested a reset using a different email (an alias, secondary address, or a work/personal email), you won’t receive the email. Please submit the request using your primary email. Please check your spam/junk folder as well. Additionally, you can try the following troubleshooting steps to ensure email deliverability:
Search Your Mailbox:
Check your spam/junk folders and any subfolders for the email.
Search for emails from Sentry’s sender domain (e.g., [email protected]).
Allowlist the Sender:
Add Sentry’s sender address to your email allowlist or approved senders in your email settings.
Check Forwarding Rules:
If your mailbox forwards emails to another inbox, check the original mailbox. Spam-folder messages may not be forwarded depending on your email rules.
If you no longer have access to the primary email or you’re still having trouble, please contact Sentry Support and we’ll help with the next steps. Additionally, you may work with your email provider or IT team to investigate delivery issues. They can assist in reviewing filtering rules, quarantines, and delivery logs for emails from Sentry’s sender domain.