Hi @Mwdickinson!
Welcome to the PayPal Community! I'm sorry to hear that your wife has been experiencing a problem with accessing her account. 😞
If she's unable to complete password reset on our website, I would have her reach out to our customer support team for further assistance. Customer support can be reached by clicking "Help & Contact" on the PayPal website, @AskPayPal on Twitter or the PayPal Facebook page.
A teammate should be able to help her take care of password reset and updating her profile information. 🙂
-Ashley
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