If a member reports that they have tried to use the forgot password feature and did not get the email, they should be instructed to check their junk/spam folder, normally our email does not go in there, but they should always check just in case it did. They should also be sure that they are using the email address that they have on file. Please check and  confirm they are using the correct email as on the account.  If they tried more than once, it will send a new email each time.  Make sure when they are logging in that they always use the most recent password sent, because if they try it more than once the password is reset each time.