Member cannot reset password due to link error

I have two members that are having the same issues with authenticating their emails. I've had both switch to an alternate email, removed their current profile in FTH. I've sent out the welcome email and when member accepts and uses the link to establish their log in the system doesn't recognize the member's email. This has been frustrating to say the least. We are using desk top computers to access FTH. Members can also use IPhones

1) we always need your club number

2) we at least need the members first names so we can look and see what is going on.

3) we always need specifics, some email for some member will not help.

Member name is Linda Wied # 07211635 our club is the United Public Speakers club #5163164, her email is lindawied@ups.com

All previous emails have been sent to her yahoo address, which is not on the system now. I've sent an authentication request her current email address as recognised by FreeToastHost. Get her to try using the latest link to access the site