Can't receive password reset token

Hello. My grandma can't login anymore and I was trying to reset her password but I keep getting the "no voucher" error. I have logged in using my id because I was unable to reply on the support comunity without logging in and I can't login with her id.
This is what I get when I try to reset her password:
Unfortunately, we were unable to send your new token to the email address: [email protected] This may be because the email address was incorrectly entered on your account, or it is currently not working.
Please ensure that you have a valid email address attached to your Skype account and that you add the @notifications.skype.com email address to your email account's safe senders list.
If you are still not receiving emails from Skype, please contact your ISP (Internet Service Provider) to ensure that they are not blocking email traffic coming from Skype.
Please give me a hand with this problem.
Regards

Dear All (after Community Manager's Claudius' post),
Please do file with Skype Customer Service to enlist their assistance in determining why you are not receiving the password re-set token e-mail messages.  I subscribed to this thread so I can follow your progress.
Here is the link to use to contact Skype Customer Service: https://support.skype.com/en/faq/FA1170/how-can-i-contact-skype-customer-service   As you know you need to contact Customer Service, skip past Step 2 and proceed directly to Step 3, Continue with Support Request.
Best regards,
Elaine
Was your question answered? Please click on the Accept as a Solution link so everyone can quickly find what works! Like a post or want to say, "Thank You" - ?? Click on the Kudos button!
Trustworthy information: Brian Krebs: 3 Basic Rules for Online Safety and Consumer Reports: Guide to Internet Security Online Safety Tip: Change your passwords often!

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