The most common reason for not getting the email is it ends up in spam or trash. In Gmail, it also ends up in the promotion folder (some people don't even know they have a promo folder!)
We recommend you search your inbox for an email from email@example.com. If it is in trash, spam or the promotion folder, it will be found.
The second most common reason is that the email was entered incorrectly. Every character counts! Ensure the email entered is correct when setting up the client.