We have currently been having some issues with the password and e-mail recovery systems due to the renovations of the website. As soon as we have finished updating the website, we will look into fixing this issue. Unfortunately, there is not much else I can recommend if she has forgotten her username/password, but if she knows what e-mail address she has used, she could message a staff member, and we should be able to locate her username from there. If she does not remember her password, though, there is not much we can do to help in terms of the password recovery system not working properly.