Password Reset Hangs on Loading Security Questions

I have a parent who is trying to reset their password. They get the reset link emailed to them, but when they click on the link, it takes them to a “Loading Security Questions” view that it gets stuck on. I saw an old topic where it was suggested that they use the BOT at the bottom right of and specify that they don’t know their security questions. They have tried this approach as well, but after entering the info, it says that the user cannot be found.

From Scoutbook, I see that their BSA member ID is: 13463984, UID: 10463429. I don’t know if there is another account which is causing this to be confused.

Can someone help reset their password or offer something else that he can try? Thanks.

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