Sometimes the reCAPTCHA security check does not load when a filer tries to reset their password. If the website still allows the filer to reset their password, then the website will display a false error prompt stating that the filer's email address cannot be found.
If the filer is using a computer: the filer should either refresh the browser page until the reCAPTCHA appears or try accessing the website via a different browser.
The reCAPTCHA may not appear on some phone browsers. If this happens, the filer should switch to accessing the website via computer instead.