If a password reset email doesn't show up for the Merchant Portal, this is almost always because that email address doesn't have an active login yet — not a delivery problem.
Check for an active login first. Before troubleshooting the email itself, confirm the email address has an active Merchant Portal login under Users. An email address without a login will never receive a reset email — that's expected behavior, not a bug.
Password resets are self-service — Floorzap support cannot trigger a reset on a user's behalf. To reset your own password:
Go to payments.floorzap.com.
Enter the email address and click Continue.
Select the Reset Password option that appears and follow the prompts.
If the email address does have an active login but the reset email still isn't arriving, check your spam or junk folder and add the sender to your safe-senders (allowlist) list, then request the reset again. Delivery can occasionally be delayed by a few minutes.
If the email does have an active login and the problem is specifically with the Multi-Factor Authentication (MFA) code rather than the password, contact Floorzap support — MFA can be reset directly for that login. For help setting up an authenticator app, see Payments 2-Factor Authentication.
Not sure who currently has portal access? Go to Users in the Merchant Portal to see the full list of active and invited users before assuming more (or fewer) people have access than they actually do. See Adding a User to the Floorzap Payments Merchant Portal for more on managing users.