We have a user who cannot enter the application. It fails to identify itself.

[cesar-sanjuan]

Good morning
We have a user who cannot enter the application. It fails to identify itself.
From the user administration management we have generated the link to change the password. But when you run it, it asks for the security key and tells us that it doesn't have it.
This is the user who manages the complaints, so it is necessary for them to have access.
As administrators, how can we change the password so that they can access it?
Thank you