Some users with a Hotmail email address experience that the password reset email isn't received. Often this email then ends up in the junk mail folder. Therefore, always check this email folder as well. To still receive the new password email in your inbox, please follow the following steps in your email account settings:

• Go to 'Settings' within your email account.
• Choose Advanced Settings > E-mail > Junk E-mail.
  Select the option Safe Sender list
• Add our app email address [email protected] to the list and press Save
• After this go back to the app and request a password reset again. You should then receive the email in your inbox.