Unable to receive password reset

[Nicole Slaughter]

Our office went through a name change, including email address updates, earlier this year. While most of us changed the email address associated with our Nitro to reflect the new email, once staff member unintentionally created a new email. She has not been able to log in using her new email. When she selects FORGOT PASSWORD (under new email) to prompt reset the reset email never arrives.  I've had her try using the website and the program. We have checked her junk email folder and it's not there. We know that the email address is in use because we have also tried to just update her old account and she gets the error "email already in use."  What do you recommend?