This article explains common issues when attempting to reset password.

I didn't get the reset password email.

Typically, this email goes directly to the inbox of your email account. If you don't see it there, look at the promotions or spam/junk folder. You can also search your email account using the subject line (Forgot your password?).

Next, look at the Reset Password page/screen to make sure that the email address you inputted was typed correctly. The app will detect if the email address is incorrect and show a message similar to the one below. 

An error displayed after I clicked the Change Password button.

The error message says: There was an error caused by mismatched passwords or an invalid token.

MISMATCHED PASSWORDS

Retype the passwords. Make sure that they  are identical on both spaces. Then, click the Change Password button. 

INVALID TOKEN

Invalid token means that the reset password link that you used is no longer active. It expired. Check your inbox to make sure that you opened the email that has a timestamp around the same time you are finishing this task. An older email and its reset password link will not work. You can also go back to the Reset Password page and generate a new password reset link, and make sure to use this one.