customer password recovery

I have just been notified by a customer that they do not receive a email when requeting a new password. I have just tried this feature (forgotten password) and although all the screens show and it states a new password has been sent to your email nothing is received. Can somebody give me a clue as to why this happens so that i can try to rectify the problem as soon as possible. Also have tried to find information on reseting the customer password through the admin but dont seem to find a answer.

A customer recently reported the same problem.
On the screen appears that an email has been sent to reset the password.
However, there will be no email.
Is there anyone who can tell me how to solve this.

This extension may help for older OC versions: https://www.opencart.com/index.php?rout ... n_id=25752