Please share the below message with the client. If this does not solve the issue, please escalate to Support Engineering or Solutions.
Dashboard users on your side with an Admin role can reset your password:
- Login to Dashboard
- Click on top-right button
- Click ‘Manage Users’
- Click on the user (i.e. click their email address)
- Click the top-right three-dot menu button
- Click ‘Change Password’
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