Resetting Your Password

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Forgot Username or Password

If you can't log in, please select the issue that applies to you below and follow the troubleshooting steps to regain access to your account.

I forgot my password

To reset your password:

  1. Go to the Forgot Password page.
  2. Enter your username, but leave the email box blank!
  3. Check your email for the password reset email. We'll send it to the contact email associated with your account.
I forgot my username and password

If you don't know your username, follow these steps. There’s also a chance you have multiple accounts (and therefore multiple usernames) that are using the same email address.

To reset your password:

  1. Go to the Forgot Password page.
  2. Enter your email address, but leave the username box blank!
  3. Check your email—you should get an email with a list of usernames. (This email is just letting you know what accounts you have associated with your email and is not the password reset email.)
  4. Click a username in the email. We’ll take you back to the Forgot Password page with your username popped in, then you can trigger a password reset email unique to that account.
I didn’t get the password reset email

It can take 5-10 minutes for the email to show up in your inbox. If it’s been a bit longer than that, it’s likely the email is either in your spam or junk folder, or it’s being blocked by your email security settings.

Try following these steps:

  1. Add surveymonkey@go.surveymonkey.com to your email’s safe senders list.
  2. Whitelist our info in your email account (or pass this along to your IT team).
  3. After steps 1 & 2, try the forgot password flow once more.
I reset my password but I still can't log in

Your browser is probably storing your old info. Please clear your cache and cookies, close your browser, then try logging in again with your username and new password (not your email and new password, unless your email is your username). You can find your username by entering your contact email on the forgot password page.


Video Overview


Other Login Issues

Single Sign-On (SSO)

If you receive an error that your email address is not enabled for Single Sign-On (SSO), there are a few possibilities:

  • Your organization doesn't have SSO enabled. In the "Trouble Signing In" prompt, select Forgot Username or Password instead and go through the steps to reset your password or retrieve your username.
  • Your organization has SSO enabled, but you haven't joined the team yet. Reach out to your IT department for more information on how to join your company's team.
  • Your organization has SSO enabled, but you entered the incorrect email address. Make sure you're entering the email address you use for SSO at your company. If you don't remember your username or password, reach out to your IT department for help.

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