We have a customer whose reset password email is not being received.

I can see multiple reset requests against this email address, but the email never reaches out spam filter so it doesn't appear like it's actually being sent out.

We have even whitelisted emailvalidate@hansaworld.com and that changes nothing.

The user must have gotten the initial validation email, so I don't see any reason why they should not receive the reset password email.

Other users for the same customer can receive reset password emails fine. It's just this one email address that is the issue.

Please can someone contact me about what the process is when a user wants to reset their password but cannot receive the email required to do so?

Thanks