Prospective Leader is frozen out of account

The mom of Scout 13724219 with the email is locked out of her account. When she tries to reset password she has forgotten username. When she enters the email with her dob SB will not accept it. I am afraid there may be a typo in the system. The birthday is supposed to be (removed by Moderator) Any help or suggestions?

@ChristopherWilliams6 I sent you a private message.

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