If the SMS with the code for resetting the password does not arrive, this can have several reasons:
No mobile number has been registered.
Wrong cell phone number has been entered
The cell phone number is outdated and you have failed to update the number
You have entered the number of your dial phone and now you realize that the device cannot display SMS.
Make an appointment with the support. You need an official identification document with a photo (ID card, passport) to identify yourself.