Unsuccessful account recovery attempt

Hi AK_Andy, welcome to the community.

We cannot reset any account passwords here, please Contact Support and they will be able to assist you over the telephone.

I've got two users with this same situation. They don't remember their passwords, but they receive nothing when they follow the "I forgot my password" instructions. I've checked the email security and confirmed that nothing is getting caught in spam filters. We are never receiving the password reset confirmation emails. 

Hi pgmaia welcome to the community. I see that you have been in contact with customer support. There appears to me confusion around the account email, could you follow up with them and let them know if the email is still valid?