If you are not receiving a password reset email, your thermostat may be registered under a different email address or a nonexistent email address (this happens when the email address entered during registration has some sort of spelling mistake and your ecobee account becomes linked to this misspelled email address).
If this is the case, you will need to unregister your thermostat and then re-register your ecobee to the correct address.
To unregister and then re-register your thermostat:
- On the thermostat, go to MAIN MENU > SETTINGS > RESET
- Select RESET REGISTRATION
- Tap YES on the bottom right to confirm
Once this is done, you will need to re-register your thermostat by going to MAIN MENU > REGISTRATION on the thermostat screen and then entering the 4-digit registration code at https://www.ecobee.com/register or by tapping REGISTER YOUR THERMOSTAT on the ecobee app.
If you need assistance with registering your thermostat again, please refer to this link.