How to Recover a Forgotten Password

Losing access to your Seznam.cz account can be a serious situation. In this guide, we’ll walk you through how to recover your account password using three main methods: a verified phone number, a verified email address, and Bank Identity. We’ll also explain what happens if you don’t have any recovery options set up and answer some frequently asked questions.

1. Open the Password Recovery Form

2. Enter the Email Address You Want to Recover Access To

  • In the form, enter the email address for which you want to reset the password.
  • Click the Continue button to proceed.

3. The Form Will Show You Available Recovery Options

  • The form will display the recovery methods available for the account. If a specific method is not shown, it means it is not set up and cannot be used for recovery:
    • If the account has verified recovery contacts, the form will offer the appropriate option.
    • If both a verified phone number and a verified email are available, you can choose which one to use for recovery.
    • If your account is verified via Bank Identity (Bankovní identita), you can use this method to recover your account.
    • If your account is verified through MojeID, you can use this method for recovery.
    • If your account is linked to a Google or Microsoft login, you can use that service to sign in and recover access.
    • Suspect your password was changed by someone else? You may be able to cancel the last password change using your recovery email or verified phone number. This option appears only if the password was recently changed and the account has at least one recovery method. The time to use this option is limited, and it may no longer appear after a certain period.
    • If the account does not have any verified recovery contacts, account access cannot be restored. In that case, you can try to recover your password following the instructions here: No Recovery Options Available – Seznam Account Help

Detailed Guides

We’ve prepared step-by-step guides for each available method. Choose the method the form offers you:

Password Recovery via Email

Password Recovery via Phone

Password Recovery via Bank Identity

Password Recovery via MojeID

Password Recovery via Google/Microsoft Account

Cancel the Last Password Change

Account Has No Recovery Options

Note: The Security Question recovery option was discontinued as of January 1, 2024.

Available security options for accounts now include:

  • Recovery phone number
  • Recovery email address
  • Google/Microsoft account
  • Bank Identity (BankID)
  • MojeID

These options could be set up by users in the past if they chose to do so.
If you had only set a security question and did not respond to notifications about its removal, please follow the instructions in this guide now.

Password recovery FAQ

I haven’t received a response to my password recovery request. What should I do next?

After filling in the “Forgotten Password” form, you might not receive a response. Below are several possible reasons why this might happen. Please carefully review the section related to the password recovery method you selected in the form.

Password recovery via verified phone number

Requests to send a PIN code to a verified phone number are typically processed within seconds. If you requested a PIN via SMS and did not receive it promptly, possible reasons include:

  1. A delay caused by your mobile operator or the SMS delivery provider. In this case, we recommend waiting until the SMS arrives.
  2. The phone with the SIM card linked to the verified number is turned off or not connected to the network.

Password recovery via verified email address

Requests for a code to reset your password via a verified recovery email are usually processed within seconds. If you haven’t received the email yet, it may be due to:

1. The message was marked as spam or deleted automatically – check your spam/junk folder and any filter settings in your mailbox or email client.

2. Delivery delays – if the message is routed through multiple email servers, delivery may be delayed. Please wait a moment.

3. The email was sent to a different address than expected – make sure you’re checking the inbox of the actual verified recovery email, which may differ from the one you expected.

I didn’t forget my password, it just suddenly stopped working

Sometimes you might be unable to sign in even though you’re entering the correct username and password. You might see the error message: “Incorrect password or username.” After verifying that your login details are the same as before, the system still refuses access.

Here are a few potential reasons for this behavior:

“I’m sure I’m entering the correct password.“

If the error message “Incorrect password or username” appears, it means the entered password doesn’t match the one currently set for the account. However, this doesn’t necessarily mean the password is completely wrong. A minor typo, a copy-paste error, keyboard layout issues, or browser settings could be the cause.

Before resetting your password, check the following:

  • Try signing in several times carefully to eliminate the possibility of a simple typo.
  • Check your keyboard layout (e.g., Czech vs. English keyboard – symbols may differ).
  • Make sure Caps Lock is off and Num Lock is on.
  • If your password contains numbers and you’re not using a numeric keypad, hold Shift while typing numbers from the top row.
  • Open a text editor and type your password there (privately) to see exactly what you’re entering. Password fields usually show dots or asterisks, but the text editor displays the actual characters. Be sure to close the file without saving it.
  • If copying your password, ensure you aren’t copying extra characters such as spaces before or after the password. Try typing it manually instead.
  • If your browser or password manager auto-fills your password, check that it has saved the correct version. You might have accidentally saved an incorrect one.

„Something must be broken on Seznam’s side.“

The infrastructure of Seznam’s critical components is designed to prevent long-term outages. If there were a service outage, it would not result in the error “Incorrect password or username”, but rather a message like “Internal system error.”

If we are aware of any issues affecting our services (including the login system), we will always post updates on our service status page.

In short: If you’re seeing the message “Incorrect password or username”, it’s not caused by a system error.

„Seznam must have changed my password – no one else knows it but me.“

Seznam has no interest in preventing users from accessing their accounts. Our goal is the opposite — to provide reliable service and easy access to your account.

However, the assumption that “no one else knows my password” often isn’t accurate. While we trust that you didn’t share your password with anyone, it might still be weak or easy to guess. A simple or predictable password can be discovered by almost anyone after a few attempts.

Sometimes users even log into someone else’s inbox by mistake due to similar addresses and weak passwords — e.g., confusing josef.novak@seznam.cz with josef.novak@email.cz, especially if both use the password “pepa123”.

Always choose a secure password. If you’re unsure how, see our article on creating a secure password.

In any case where you can’t sign in, the only way to restore access is to complete the Forgotten Password form and follow the steps for your account.

Why won’t customer support give me a new password?

Customer support is not authorized to issue new passwords.

If you request a new password, you’ll be redirected to the Forgotten Password form.

Please refrain from contacting support to ask for a password. Support agents cannot override the recovery options provided by the form.

Any attempts to argue or pressure support will be ineffective — the only available solution is to use the recovery form.

I no longer know my recovery information. What can I do?

If you don’t know your password or any recovery data, it becomes a serious issue without a straightforward solution. We always recommend keeping your recovery contacts (email and phone) up to date, just as you would for other online or banking accounts or institutions.

I don’t know or no longer have access to the verified recovery email

The email shown in the recovery form is the one set as your verified recovery address. You need access to it to receive the password reset message. If you don’t recognize or can’t access this email:

1. Try to recall or investigate what the email address might be. If someone else registered the account for you, ask them if they recognize the address.

2. If it’s your old address, try recovering access to that mailbox first.

I don’t recognize the verified phone number, or I no longer use it

If the form offers password recovery via a phone number, it will display part of the number set on the account. If the number is unfamiliar or no longer yours:

1. Try to reactivate the old phone number with your mobile operator.

2. If a verified email is also linked to the account, the form will give you the option to switch to email-based recovery.

3. You can also check if the password is saved in your browser. Try on different devices or browsers you’ve used before. For help, see our browser password help article.

I don’t have access to either the verified email or phone number

If you no longer have access to any of the options offered in the form and have already tried the steps in our No Recovery Option help article, your only remaining option may be to create a new account. This is recommended for users who have:

  • Recently created the account
  • Not used the account for a long time
  • Never verified a recovery email or phone number
  • Been unsuccessful in multiple recovery attempts
I don’t like the “Forgotten Password” form — I want another solution!

The Forgotten Password form is currently the only available method for password recovery.

Seznam.cz does not offer or support any alternative method besides the form, which sends a link or PIN to verified contacts.

All contact attempts requesting another way will be redirected to this form.

We believe the range of available recovery options offers security and flexibility for careful users, helping to protect access to their accounts.