My customer is not receiving a password reset request, what can I do?

If your customer has reported that they have forgotten their password or can't login, but the password reset request is not coming through, then first you can check the Customers report by heading to "Reports" > "Customers" and using the "Search" functionality which can be found in the "Manage" menu to locate the customer:

You can then confirm that the correct email address has been registered and is being used for the password reset request.

The Customer report will also now show if the customer has 'Unsubscribed' from mailing lists, or if they have 'Complained' (i.e. reported the sending email address as Spam) or if the email has 'Bounced' (this means it is an invalid email address or it is a non-existent mailbox):

You can then select from the "Manage menu" for the relevant customer if you wish to remove the customer from any or all of these lists, which will be shown as appropriate:

A modal window will appear advising that the customers email address should not be removed from the suppression list unless you have received a request from them to do so:

Once the email address has been removed from all suppression lists, you can then opt to send the customer a 'Reset Password' request from this menu: