We have changed to have forgotten passwords sent directly to staff.

However, once they filled out "I don't know my password" and they enter their username, it goes back to that same screen. We've had several people fill it out over and over and over, etc. I think they are waiting to get it instantaneously instead of having patience and wait for email.

Suggestion: after they enter their username, it should go back to the log in screen. Less confusion?

OR have the password reset to a default and force them to change it once they sign in.

("Your password has been set to default 'Password1'. Please log in again using the default password. and change it when prompted.")

No need waiting for email that might not come.