If your patron doesn't receive an email after attempting to reset PIN...

If your patron doesn't receive an email after attempting to reset their PIN, it's likely that there is a problem with their email account. It could be typed wrong, an invalid account, or there could be a temporary problem with their email provider. 

If your patron calls because they didn't receive an email, make sure you confirm their email address. Feel free to re-set their pin for them when you're on the phone with them.