Please be sure you are checking the correct email account. Additionally, check your spam filter as this may sometimes block it.
Reset emails will come from email@example.com, so it may also be helpful to ensure that this email address is white-listed or not blocked.
(Do not try to email firstname.lastname@example.org as it is an unmonitored email address. Please email email@example.com with any questions or issues.)
If this doesn't work, please call or email firstname.lastname@example.org with the following: