I understand this to mean that the roster was created/updated via the automatic sync, rather than manually.
Hrm, that sounds like you’re finding the correct account, then. Is the parent using her full email address and trying the “forgot password” button? I’ve had parents successfully reset their password this way many times before. I understand others have had success getting it to “create” a password for them on a new account (i.e. one to which they had not previously connected).
I tend to agree. I’ve had enough"duplicate" accounts get created through various processes (manual and semi-automated), though, that I’m now rather suspicious of this occurring each time someone has account problems.
Perhaps one if the @suacadmin folks could take look to see if they can identify any issues that might be generating the problems.