Members can't log in to the site even though they reset their password themselves. What can I do to restore them without deleting them?

[nickcoulter]

I have asked my customer to do this with no avail. https://support.wix.com/en/article/clearing-your-browsers-cache
She also replied with , “I’ve tried all. Clear cache, go incognito mode, flush DNS, use a different web browser…still couldn’t log in”