There are a few things to take into account when requesting a password reset:
Make sure you are entering your username and not your email address in the password reset screen.
Ensure that you are expecting the email at the correct address. The password reset will be sent to email you have in your LetsCloud account settings for the username you enter.
The reset email may be in your SPAM or Junk folder. If you do find it there, be sure to mark it as "not spam".
For security reasons, LetsCloud support agents cannot change account passwords.