I'm not receiving password reset emailsUpdated 2 months ago

Don't Panic - We Can Help

If you requested a password reset but haven't received the email, there are several common causes we can troubleshoot together. Most issues are quick to resolve.

First: Check These Common Places

1. Check Your Spam/Junk Folder (Most Common Cause)

Password reset emails frequently get filtered into spam or junk folders. This is the #1 reason people don't receive reset emails.

Open your email app or webmail
Navigate to your Spam, Junk, or Promotions folder
Look for an email from CENTR or [email protected]
If you find it there, click the reset link - it still works!
Mark it as "Not Spam" to prevent this in the future

2. Wait 5-10 Minutes

Email delivery can sometimes be delayed:

Reset emails typically arrive within 2-3 minutes
Some email providers can take up to 10 minutes
Check both your inbox and spam folder after waiting
Don't request multiple reset links - this can cause additional delays

3. Verify You're Using the Correct Email

Double-check the email address you entered for typos:

Common mistakes: .com vs .net, gmail vs hotmail, missing letters
If you have multiple email addresses, try each one
Look for old CENTR emails or receipts to confirm which email you used

Are You Using Apple Private Relay?

If you signed up with "Sign in with Apple" and enabled "Hide My Email," this is likely why you're not receiving reset emails.

The issue: Your CENTR account is registered to your Apple Private Relay email (format: [email protected]), NOT your regular email address.

What you need to do: Find your Apple relay email and use that for password reset.

How to Find Your Apple Private Relay Email

Open Settings on your iPhone or iPad
Tap your name at the very top of the screen
Select "Password & Security"
Tap "Apps Using Apple ID"
Find CENTR in the list of apps
You'll see your relay email address (example: [email protected])
Copy or write down this email address
Go to centr.com/login and request password reset using this relay email, not your regular email

Where the reset email goes: The password reset will be sent to your Apple relay email, which forwards to your real email inbox. Check your regular inbox (and spam folder) after requesting reset with your relay email.

If you originally signed up with Apple Sign-In, you don't actually need a password:

On the login screen, tap "Sign in with Apple" instead of entering email/password
Use your Apple ID credentials
You'll be logged in without needing a password
This is often easier than password reset for Apple users

Additional Troubleshooting Steps

4. Add CENTR to Your Email Contacts

This helps ensure future emails aren't blocked:

Add [email protected] to your email contacts
Add [email protected] as well
This tells your email provider that CENTR emails are safe
Then request a new password reset

5. Check Email Filters and Blocked Senders

Your email provider might be blocking CENTR emails:

Check your email settings for blocked senders list
Look for email filters that might be auto-deleting messages
Check "Blocked" or "Trash" folders
Whitelist centr.com domain in your email settings

6. Try a Different Email Address

If you have access to another email address:

Contact support at [email protected] to update your account email
They'll verify your identity and update your registered email
Then you can reset your password using the new email
This is helpful if your old email has issues

7. Try Resetting from a Different Platform

If you tried from the app, try centr.com/login on a web browser
If you tried from web, try the mobile app's "Forgot Password" option
Sometimes one platform works better than the other

Email Provider-Specific Issues

Gmail Users

Check Promotions tab (not just Primary inbox)
Check Spam folder
Check Social and Updates tabs
Search your entire mailbox for "centr" or "password reset"

Outlook/Hotmail Users

Check Junk Email folder thoroughly
Check Focused vs Other inbox tabs
Outlook can be aggressive with filtering - check sweep rules

Yahoo Users

Check Bulk Mail folder
Yahoo often filters password resets aggressively
Add [email protected] to contacts before requesting new link

Apple Mail/iCloud Users

Check Junk folder in Mail app
If using iCloud email, log in at icloud.com to check web interface
Check Mail settings for blocked senders

Work/School Email Addresses

Corporate email filters can block password reset emails
Check with your IT department
Consider using a personal email address for CENTR instead

Still No Email After Trying Everything?

If you've waited 10 minutes, checked spam, used the correct email (including Apple relay email if applicable), and still haven't received the reset email, contact our support team for manual assistance.

Contact Support for Manual Password Reset

Email: [email protected]

Include in your message:

The email address you're trying to reset (or all possible emails you might have used)
Confirmation that you've checked spam/junk folders
Whether you're using Apple Sign-In with Hide My Email
Your Apple relay email if applicable (from Settings → Your Name → Password & Security → Apps Using Apple ID → CENTR)
How long you've been waiting
Any error messages you've seen

What support can do:

Verify which email address is registered to your account
Perform a manual password reset
Send you a temporary password via the support ticket
Update your account email if needed
Merge accounts if you accidentally created duplicates

Response time: Usually within 24 hours, often sooner

Preventing Future Issues

Once you successfully reset your password:

Save your password: Use a password manager or write it down securely
Know your relay email: If you use Apple Sign-In, save your relay email address
Whitelist CENTR: Add [email protected] and [email protected] to your contacts
Check settings: Ensure your email app isn't filtering CENTR emails
Consider social login: Using "Sign in with Apple" or "Continue with Google" eliminates password issues

If you're frequently having password issues, consider using social login:

Sign in with Apple: Available on iOS, Android, and Web
Continue with Google: Available on iOS, Android, and Web
No password needed: Use your existing Apple ID or Google credentials
Faster login: One tap instead of typing email and password
More secure: Leverages Apple/Google's security infrastructure

Contact support at [email protected] if you'd like help setting up social login for your existing account.