student finance sponsors

I'm awaiting sponsor 2.
My mum completed her one.
My dad can't complete his one because he doesn't know his account password.
He tried to reset his login but this comes out:
we haven't been able to find your account from the details you entered - make sure you're using the name you registered with.
We checked, he typed his details correctly.
He tried to register for a new account but it says that his account has already been registered?
Tried again to reset, says the same thing.
How can he login to his account it he can't reset the answers?