The password reset email should only take a few seconds to arrive in your inbox. If, after waiting 5-10 minutes, the email has still not arrived, please check the following:
You are checking the correct email account.
Only the username needs to be correct for the password reset email to be sent, it will be directed to whichever email address is registered to the account regardless of the email address you enter in 'Forgotten Details', this is for security purposes.
You are entering the correct username (account number)
It is easy to enter an incorrect username (account number) and our system will send an email to the registered email address linked to the username (account number) that you have entered, if this is not your username (account number) then you will not receive the email until you enter the correct username (account number) associated with your email address.
You have checked your Junk/Spam folder.
Our emails may go to your junk/spam folders depending on how you have set your email preferences. Please ensure you check these folders before attempting to reset your password again.
If you have checked these details, and you have still not received the password reset email, you can ask us anytime by opening Live Chat, emailing us - firstname.lastname@example.org or by requesting a Call Back (In English Only).