Question about Outlook Express

Hi, Im trying to reset my password with asda and Im not receiving the password reset mails, even though asda tech support have said they have sent them.  They are in my safe senders list and not in my blocked senders so I don't understand why Im not receiving these mails?  I have phoned ASDA customer support several times who have tried different fixes, none of which have worked and they have said its likely this issue is with my email account provider