The moderators cannot fix this for Andy, the only person who can resolve this is the owner and Administrator,
TransLadyboy who has full access and control of the site.
It has nothing to do with the moderators not realising that members are only human, I have no control over these settings. If I did have the access required I would make sure Andy was resent his password reset email. Andy is lucky to still have his old account active because he asked me to delete it a number of times, but I said no because I knew he would want to return.