This is likely caused by the Username being incorrect. Ask your Administrator to
Log in to Capture as your organisation's Administrator.
Go to Account, then click User Management.
Click Users and make a note of the Username in the relevant column.
Try logging in with the correct username, or use it to reset the password.
This can also be caused by emails from Readsoft being blocked or quarantined by your email provider, in which case you should ask your IT to investigate and release or permit emails from Readsoft to the user in question.