It could take up to ten minutes to retrieve a new password via email. It will be sent to the security email address connected to the user account.
If you didn't get an email with a new password it might be stuck in your spam filter. Please check it as a first step.
You should also contact your email administrator and ask them to make sure avinode.com is a white listed domain.
If this doesn't work, please contact the Avinode support team.