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 Why Am I Not Receiving the SciNote Password Reset Email?

If you requested a password reset but the email never arrives, it's usually because the account isn't active yet, your organization's mail server is filtering messages from SciNote, or the reset was requested on the wrong email address or instance. 


Most cases are resolved by checking spam, confirming the exact email and instance URL, and asking your IT team to allow messages from scinote.net. If your organization uses Single Sign-On (SSO), you won't receive a SciNote reset email at all — see the SSO note below. For a locked account, see How do I regain access if I'm locked out or lost my authenticator device?

First, run these quick checks:
  1. Search your entire mailbox — including Spam, Junk, and All Mail — for a message from scinote.net (the reset email can take a few minutes to arrive).
  2. Confirm you requested the reset using the exact email address registered on your account (not an alias or a different work address).
  3. Confirm you're on the correct instance URL. Premium and dedicated customers log in at their own address (for example, yourlab.scinote.net) — requesting a reset on the wrong URL won't find your account.
  4. Try again and wait 10–15 minutes before assuming the email failed.
If the email still doesn't arrive — your mail server may be blocking it:

Corporate mail gateways sometimes silently drop or quarantine messages from SciNote. In several cases, IT admins confirmed the reset email never reached their server at all.

  1. Ask your IT / email administrator to allow (safelist) messages from the scinote.net sending domain.
  2. Check any quarantine or email-security gateway (Microsoft Defender, Mimecast, Proofpoint, etc.) for held messages.
  3. Ask IT to confirm whether mail from scinote.net is being rejected or filtered, then retry the reset.
If you were invited but never finished setting up your account:

If you were recently given access but have never logged in, a password reset won't work — you first need to complete account activation.

  1. Look for your original invitation / account activation email from SciNote and use that link instead.
  2. If you can't find it, ask your organization manager to re-send your invitation from the user management page.  How to Re-Invite Someone After Their Invitation has Expired
     
If you see "Email not found" or the reset simply does nothing:

This usually means there is no active account for the address you entered.

  1. Double-check the spelling of your email address.
  2. Ask your organization manager to confirm your account exists and is active on the correct instance.
  3. Try a different supported browser if you're getting the error only in one browser.
Still not receiving it?

Email support@scinote.net for free user or premium@scinote.net for Premium and include your instance URL and the exact email address on your account. Support can verify the account and trigger a manual reset or resend your activation.

If you have any additional questions, contact us at support@scinote.net. For more information about the Premium plans, please request a quote.