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The password reset process first asks for the person’s email address. If that email address has more than one Login/user name associated with it for that account, the user will be asked for their user name.
If they do not know their username, then you or someone with access to the Manage Interface shoud login by going to RescueGroups.org and clicking Login. After logging in, select Contacts > User Login Accounts, and locate the user. Since this user may have multiple accounts, you will want to determine which account should be used, and then you can provide the user the associated username, which will allow them to reset their password.
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A returning adopter doesn't remember her username or password. She also said that she received a kickback email informing her that she is in our system twice. How do we help her?