Member Password Reset Issue

We have a member who cannot remember his password to the club website. When he uses the tools to reset it, he gets an error that says "the session id attached to your email was not valid" (see attached). He is an elderly gentleman and has tried multiple times. Is he getting caught in a known issue, or doing something wrong? Is there anything you can do on the back-end to help? He has tried many times over the past couple weeks, so asking him to try again doesn't feel like a good solution.

club number please, and at least the members first name.

Oops, sorry about that. Club 1928. George Long. I attempted to upload a PDF screenshot, but for some reason the website isn't taking the attachment.

1) links are only good for one click.

2) some email clients change the links. Do NOT click on the link. Copy and paste the text of the link into the browser address bar.

George has tried again, and supposedly copied/pasted the URL. Same error message. He is in his 70's, so I cannot promise he did it correctly. But I suspect something else is going on other than user error.

What is next here? George is still unable to log in.