I tried logging in to her Fido account from my computer and it did work but a couple hours later I tried again and she got the following message "Sorry! Your request cannot be completed at this time. Please try again later." And then she I to reset her password. She got the following message "The fido number you entered is invalid" Please let me know if there is a way to fix this problem
If you visit Fido accounts page, you should see "Forgot your password" there, simply click it and follow the process. Should be able to log-in after that.