Unable to reset password

I am a ward clerk and trying to help a member get into his account. When we enter his membership record number on the account recovery it only gives up options to recover with and old email and phone number that he no longer has access to, even though his phone number and email are updated in the member directory.

How can we help this member reset their password and update the email?

You give him the phone number for support.

Ward leadership updating contact information doesn't update the account recovery information.

Support will only work with the member.