iCloud password reset

Hi folks,

I am trying to reset an iCloud password on a friends iphone 6, iOS 11.3, I have followed all the Appline online guides for resetting and receiving a email, text or call from Apple, but we are not receiving any reset emails, texts or calls from Apple, the phone is working, receiving other calls, texts and the email account is working and receiving other emails. Does any one have any suggestions as to how to reset the password? We live in a rural area and cannot go to an Apple store. Thanks in advance.

Regards

Ned