Original title: Trying to help a nursing home resident log in

I work in a long term care facility.  One of our residents wants to log on to her facebook.  She cannot remember the password to her facebook OR her HOTMAIL account.  We have tried twice now to reset using the form, using my business email as an alternate for the link to be sent.  Both times the reply has said that we did not provide enough information.  We provided what she could remember.  I physically called and spoke with someone, who walked me through the exact same steps giving me the exact same results.  I simply need a link sent to ME to help this resident have access to her accounts again.  Please help!