If requesting a password reset and no recovery email is received, it's likely to be as a result of the system being unable to identify the account based on the details provided.
Rule out the possibility that a username or employee number should be used instead of the email address or vice versa.
This can occur if users are mislead with the wording of the password recovery pop-up message.
🤓Tip: The password recovery messaging can be updated in the language pack. Search for the narrative currently displayed when requesting a reset.
If the employee has a special character in their email address, check the format of this. For example, an apostrophe can vary depending on the keyboard's regional settings in use when entering the address.