After clicking on the forgotten password link, a message pointed her to call 789 which she did but the support person was not helpful and as she is not very technical got very confused and has asked me to help out.
I have her mobile number and can provide you further information if required
I'm sorry Chris, it would need to be the account holder that we spoke with to ask about this.
If she wasn't able to answer the secondary questions via the phone then I can take a look here for her, but I would need her to create a forum account so I can take her into PM and speak with her privately.
I understand she is not technically minded as you have said, but is she able to do this at all?