When a customer tries to reset their password in the web store, there may be times that they won't be able to receive an email for the password reset.
1. Navigate to Lists > Relationships > Customers
2. Click View on the impacted Customer Record
3. Click on Access subtab
4. Give Access: Verify if marked check
5. If Give Access field is checked, verify customer's access in the System Information at the time they tried to perform a password reset.