If your users are not getting password reset emails, it is most likely because they either (1) did not set their email address or (2) they did not confirm their email address. In these cases, MediaWiki does not send password reset emails, and the user will not be able to log in without a password reset by their wiki owner. You can reset their password by visiting the Self Service portal. If you are sure they had specified AND confirmed their email on their account, please open a ticket with our support team and we can investigate for you whether the email sent properly or not.
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