Hello dazf1971.
Thanks for your post and welcome to our community.
Sorry to be the bearer of bad news. When a customer leaves us we allow 90 days email access to forward any content over to an alternative email account. Some email address tend to slip the disconnection process and then become what we call orphaned.
Orphaned email accounts do eventually get locked. Once this happens it's impossible to reset the actual password from the customers side and the system we use here.
Sadly the only option we have here is delete it permanently.
Gareth_L
