Reset Password email not delivered

Hi there,

I changed my password the other day - and promptly forgot it!  Now when I try to reset the password, the link isn't coming through.  

Please help :) 

Kim 

Hi Kim,

After checking your email (i***@t***o*****tst***o.co.nz), it doesn't seem to be connected to any active account.

This is the reason why you aren't receiving the password reset instructions.

Maybe you used a different email. You can also send us your username so we can check it out.

Thank you.

Hmmmm funny. Our log in is i***@t***o*****tst***o.co.nz and I think it always has been??
I’ll try my alternate email – k**@t***o*****st***o.co.nz
Can you see the one we login with?
Kim
...

The email address the account you are using in your last reply is associated with is k**@t***o*****tst***o.co.nz.

The password reset instructions for your account will be sent to that email address when you request one.