password reset no email coming to login

I work with Box exclusively with my clients but a client has been locked out of her Box account. She has attempted to reset password and it does not work, meaning nothing from noreply@box.com nor does the email come through Spam or junk.   Please email me directly offline so I can troubleshoot the issue formally.  I have the client's email and name.  She only has one email so starting over is not an option that works.   She followed all steps outlined in your knowledge base.