This is likely caused by the Username being incorrect. Ask your Administrator to
Log into Capture as your organisations Administrator.
Go to Account, then click User Management.
Click Users and Make a note of the Username in the relevant column.
Now try logging in with the correct username or resetting password using said username.
This can also be caused emails from Readsoft being blocked or quarantined by you email provider, in which case you should ask your IT to investigate and release/permit emails from Readsoft to the user in question.