Some users will receive the email with a link to get a new password but when they click the link, they end up on the frontpage again.
This can happen when your organization uses an email security software that "wraps" the original link in some additional characters which unfortunately breaks the link.
To see if that is the case for you, hover your mouse over the link in the email and examine the link.
If the link starts with: "membersuniverse.egn.com" the link is not modified and it should work.
If the link starts with something else, the link IS modified, and there is a chance that it does not work.
Example - Unmodified link:
Example - modified link:
(The example here uses Centera Security, that is known to break our links)
If you run into this problem, contact EGN and we will help you out with a workaround.