Working with an email address that's bespoke?
ie. NOT Gmail, Outlook or one of the other big email providers?
Instead working with an email like "david@pendragonfilms.com" or "suzie@atlas-films.de" or "fj@brazil-cine-world.br"?
It's highly likely that your email provider is viewing the password reset emails from Freshdesk as the worst type of junk, and not even delivering it to your junk mail folder let alone your inbox.
Whilst we fully appreciate that this is annoying in the extreme, we'd strongly recommend using an Outlook or Gmail address to get in touch with us via this platform.
If you're STILL struggling, please send us a message via our Facebook Page but please be aware this is not manned 24/7 and there may be a delay in responding.