If you don't receive the password reset email one of the following could be blocking it:
- Email was marked as spam. Check the spam folder. The most common issue is the reset email has been sent to the spam folder.
- Email server blocked email from unknown sender. Add the DTM email firstname.lastname@example.org to your contacts and re-request the password. A common issue is that the email server does not recognize the email address and has marked it as spam.
- Email exchange server is blocking the IP address. To resolve this issue, whitelist the IP addresses listed in this document and re-request the password.
- Email is already in use. This error is caused by inviting a user from a non-Marketing Cloud enabled company to a Marketing Cloud enabled company. If you receive this error, a new email address needs to be used for one of the accounts. More information here: https://marketing.adobe.com/resources/help/en_US/dtm/c_faq-users-permissions.html
If the above does not work, reach out to Customer Care for further assistance.