I'll answer based on limited reading in this area of physics.
As I understand it, the background is the view that general relativity and quantum physics both espouse a unitary approach. That is, the evolution of the physical systems (quantum fields plus spacetime) is unitary. In Hawking radiation there is a non-unitary element apparently "creeping in", but it depends on exactly how the calculation is done. If we allow a black hole to completely evaporate then, arguably, the overall evolution "ought not" to be non-unitary. On this argument all the information that went into the black hole during its lifetime should reappear in the physical phenomena, a bit like burning a book (where the information goes into the smoke and ashes). The information would be in the Hawking radiation.
I put the words "ought not" in inverted commas in order to signal that this is not an area where we can claim sufficient confidence to say for sure that it has to be unitary. After all, general relativity suggests a singularity inside the black hole horizon; if we suppose there is not really a singularity then that's all very well but then we don't know what there would be instead.
But let's propose that the overall evolution is unitary. Can we make that plausible?
The difficulty is in making this intuition look convincing. One of the problems is that you can imagine something like a book or a living thing falling in (lots of information) or something of the same mass but little structure (little information) and there is no particular reason why the Hawking radiation immediately after it fell in would be very different in the two cases.
Also, for a large black hole the Hawking radiation is much too weak to account for information of stuff falling in right there and then. So to get the information back at evaporation there has to be a way for it to be stored somehow. As I understand it, attempts so far to give an account of the whole process have not looked convincing enough to gain widespread assent. It is more a case of different people placing bets on whether a feasible model will be found sometime.
But as I say, I am not an expert on this, just reporting as one who is familiar with the background. If there is recent news then I hope another person will answer and provide it.