Troubleshooting Password Reset Issues

When to Use This Guide
If you’re experiencing difficulties while resetting your Canva password, this guide has been designed for you. Whether you've encountered issues like not receiving the password reset email or entering the wrong details, we’ve put together some solutions to help you get back on track easily and securely.

Password Reset Problems and Solutions

1. **Did Not Receive Password Reset Email:**

- **Check Your Email Folders:** Sometimes, our emails may end up in your Spam or Promotions folder, especially if you’re using Gmail.
- **Wrong Email Address:** Verify that you’ve entered the correct email address. Remember, the password reset link expires after 24 hours, and the code is valid for 10 minutes. If these time frames have passed, kindly request a new link.

1. **No Longer Have Access to the Original Email:**

- This can happen due to a typo when signing up, using a work email that you no longer have access to, or forgetting the email details used during signup.

1. **Unauthorized Password Reset Notifications:**

- It could be that someone tried to log into your account using a wrong email. Rest assured, your account remains secure.

1. **Email About a Compromised Password:**

- We may notify you if we suspect your password has been compromised. It’s a proactive measure to ensure your account’s safety. Changing your password when prompted helps secure your account.
- **Password Security Precautions:** To reset your password, a six-digit code will be sent to your email, adding an extra layer of security.

1. **Trouble Logging In After Password Reset:**

- If you’ve tried logging in multiple times unsuccessfully, your account might be temporarily locked. Please wait 10 minutes and try again.

1. **“No Account With This Email” Error:**

- Double-check your email entry to ensure it matches the one you used to create your Canva account.

1. **Issues with SSO-enabled Accounts:**

- For accounts using Single Sign-On (SSO), password resets need to be handled through your company or institution’s IT department.

1. **Resetting a Password for an Orphaned Account:**

- These accounts lack brand associations. One option is to delete and recreate your account, which takes 14 days.

If you find this guide does not resolve your issue, kindly let us know so we can further assist you.