There are a number of reasons this may not work:
- Ensure that the username being entered and email address are correct and linked to the same user. Also ensure that the username is unique and email address is unique (ie no more than 1 person has a specific email address)
- Has the user previously retried their password more than the allowed number of times. If this has occurred, then the forgotten password functionality is disabled for that user name.
The only way to reissue the users password where the retry number has been exceeded is to use the reset password on the Profile administration report.
The number of retry times is set in the System Settings on the System Management menu.