This error occurs when requesting a password for a username that does not exist. If you are a Medbase1.0 software user, it is important to ensure that the email for the reset password is a valid email and is spelled exactly as it is on the Medbase 1.0 Software. If you request an email password and get this error, it is likely that the email is misspelled. Please notify us at MX2support@optase.com for assistance and provide what you believe is your username and what you would like to change it to. The email needs to be one that you have access to.