Not receiving pin reset email

[Microsoft Windows]

Hello - my son's has recently been repaired - forcing a reset of his pin to log into his account due to the security change during the repair. The pin reset on my account (admin) worked without issue but the reset on his account cannot be completed as it states it has sent a code to his email address (a hotmail account - the address is correct) - but no email arrives to provide a code. It is definitely not in the junk or spam folder, I have tested the email account and his email account can receive other emails and the account already has an alternative address (mine) which is not provided a

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