Can you please inform User to reply on email to respective Consultant who had processed the request
4:02:43 PM: so that He/She can do the needful
4:03:11 PM: We have our CNC team who have such privileges to perform such action not everyone
4:03:57 PM: so User needs to reply back to email through which she received confirmation for pwd reset
4:04:08 PM: hope it is clear to you