Rebaptized excommunicated member issue logging in to tools

Recieved a text from a bishop that read, "I have a member who was ex-communicated and then rebaptized that is having a hard time resetting her LDS tools login. When they try to revocer their password it says that their information doesn't match the MRN she matched and if she tries to create a new account it doesn't allow her to as it says an account all ready exists for her record number." How can we recover her account or reset her password given the circumstances of their ex-communication, rebaptism, and possibility of recieving a new membership record number?

How long ago was she rebaptized and the paperwork submitted? It may take a few days for everything to get though the system.

Otherwise, the member needs to contact support. You can call and verify that everything that needs to be done has been done.

Hi
Was there a resolution to this issue? We are having a stake member with the same problem.