When a user tries to reset their passwrod, they may encounter a few difficulties which may be easily remedied.
Here are the main issues that should be adressed:
The person does not see the reset password email
Email may be in spam
The most common use-case is the email just being in spam. To avoid this issue entirely, make sure you are using an operational email with good reputation
The user may not exist
For security purposes, the end-user cannot know if a user exist for the email requests in the reset-password flow.
A quick seach in the the support tab in the system would get you insight, maybe they just don't know with what email they signed up?
They may not be verified
If the person has never completed the Email Verification flow, they won't get the email - this is also in order to protect users and their email adresses.
The person gets a "Token expired" error
Tokens for resetting your password are only valid for one hour, and only for the last email sent (Every new Reset Passwrod request invalidates the previous token).
The user should try to reset their password again with a new flow.