Recover account access

Use password reset when you can’t sign in with a local password — including when the account was created through a sign-in provider and has no password yet. Reauthentication is different: it confirms your identity before a sensitive change while you are already signed in.

Request a password reset

1. Open Forgot password from the sign-in page.
2. Enter the email address on the account.
3. Select Send reset link.

The confirmation is intentionally the same whether or not the address belongs to an account. This prevents account discovery.

If an account can use password reset, synsmarts sends a link that expires in one hour. Check spam and filtered folders before requesting another link.

Set a new password

1. Open the latest password-reset email.
2. Enter and confirm a new password that meets the requirement shown on the reset form.
3. Select Reset password.
4. Sign in if the reset doesn’t sign you in automatically.

If the link is missing, invalid, expired, or already used, return to Forgot password and request another. Use only the newest reset email.

Changing the password doesn’t remove two-factor authentication or replace recovery codes.

Confirm a sensitive change

The portal can ask you to confirm your identity before changing a password, email, connected provider, authenticator, or recovery codes.

1. Complete the password, provider, or authenticator confirmation shown.
2. Return to the account setting you were changing.
3. Submit the original change again.

Reauthentication authorizes the next sensitive action for a limited period; it doesn’t complete that action by itself. Don’t open the reauthentication URL directly from a bookmark.

Recover without the authenticator

On the 2FA challenge, select Use recovery code instead and enter one unused recovery code.

If the authenticator is unavailable and no recovery codes remain, contact support. Include the account email and a brief description of the problem. Never include a password, authenticator secret, 2FA code, recovery code, or email-link token.

After access is restored, open Account settings and Security to replace the authenticator or regenerate recovery codes.

Resolve recovery problems

• No reset email: confirm the address, check filtered folders, wait a few minutes, then request one new link.
• Reset link expired: request another link; an expired link can’t be extended.
• Signed in with a provider: use that provider, then set a local password from Account settings if desired.
• Reauthentication succeeded but the change did not: return to the original settings page and submit the change again.
• Recovery code rejected: try another unused code. Used codes can’t be restored.