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Password reset function not working for user account

We recently had a new employee register with Zyte so we could add him to our team projects. The registration process appeared to work but then he couldn't log in with the password he just created.

-when anyone tries to use 'reset password' with his email address, a page is displayed saying '403 forbidden' and the reset is not done.

-multiple people can recreate the issue using his user ID

-resetting the password for other User IDs works fine, it seems to be an issue with his account only

-if he attempts to register again, a message is displayed saying the email is already registered

How can we fix this? His account seems to be corrupted. Thanks.

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