Hi Suzi,
unfortunately JohnV is the only one that can controls those types of issues.....as an unpaid pee on, I'm helpless in these types of matters. I can ban users, but I can't reset their passwords

. I've tried to contact John without success, and have reached out to Arron as well. He hasn't gotten back to me.....I have to say that I'm more than a little concerned for the site at this point.
wish I could help.
Gary