Password reset emails

[KL3]

Hi! I have had an issue recently where I tried to reset a password linked to an account i held with a high street retailer, but nothing came through (after several tries) so I had to create a new account with another email address I have. Today, I have attempted to reset my Disney+ password (login is my bt email), again nothing has come through-i have no blocked or safe senders. Can anyone help?

Thank you 

[Eclaire]

I also have an issue where I tried to reset a password linked to an account with a high street retailer, but nothing has come through (after several attempts) (login is my bt email). I have deleted my cache for the retailer, rebooted, waited 24 hours! I receive parcel collection details and news items from the retailer but nothing to reset my account password. The retailer suggests it is an issue with BT. I do not have them as blocked. The retailer almost suggested I create a new account with a different mail provider. Can a moderator show any light on the problem please?

[gg30340]

Have you checked your spam folder?

Set the retailers email address as a "Safe Sender" in your email account's settings.

[Eclaire]

Yes I have checked spam and empty.
I have a couple of possible email addresses from the retailer in my 'Safe Sender' section already and I have emailed them to try and find out whether I am using the correct one - awaiting a reply.
Have checked that I do not have them in 'Blocked senders' at all.
Any ideas and help appreciated
Thanks

[Eclaire]

Just heard from retailer and I have the correct email address in my 'Safe Sender' section.
This is a mystery. Any ideas and help appreciated
Thanks