Password Reset Asking for One-Time Password?

[Werhusky]

I'm pretty sure in that case, you would need to speak to the support center via phone or chat to get that fixed.
As long as he knows his account details and has that emergency password removal string, it should be a fairly quick process.

You do need to have your current account password to use the emergency removal password for the security token.

For me one day the phone app bugged out lost connection to my account (friday evening when noone was there for support ) used the chat support got it fixed in 5 minuted answering 3 questions on personal data.