A fellow verified provider needs help getting into her account.

My friend has been trying to get into her account with no luck. She was verified October or November of 2017 and has not been able to get into her account since site went back up. She tried resetting password and gets link to reset but never gets email with her temp password to get back in. Her user name: Betsy
Email: betsyrubbins@gmail.com
She has completed her age verification and received email back with approval for upgraded account.
She still can't get into her account t. Please advice on how to correct this problem. Thank you