JR,
In order for a user to reset/change the password,they must first log in to the unit, however, if they do not know the password, then they cannot log in to the unit. Contacting Quintum is the easiest way as they can either get in to the system or talk the user through getting in to the system using a 1 time, time sensitive password and then changing the existing password, so you do not have to wipe out the config.