Why is the password reset link not working for my customers?

[Healthwhisperer]

In the nearly 2 years of using Shopify, I have yet to have a customer be able to use the password reset link successfully.  The email never comes, and yes, they have all searched their junk and spam folders.  I have reported this to support many times, but nothing is ever done.  The only way for a customer to get their password reset is for me to initiate the reset email from their customer account on my side.  Why can't you get this working?

[Elias]

Hey, @Healthwhisperer.

Thank you for reaching out and bringing this to our attention. 

I've tested the reset password function on my test store (using the Dawn theme) and I didn't have any luck replicating the issue on my end as I was able to receive the email to reset my customer account password. That being said, while we may need to access your account in order to resolve an issue like this, we also need more information about your theme and perform some quick troubleshooting to identify some potential causes.  

Can you confirm which theme you're using at the moment? Also, does the issue persists when using one of our current free themes?