Why ""Password Reset Error""?

I have a user who has forgotten her email. She goes through the "forgot password" procedures, the system sends her an email, and when she clicks on the email, it takes her to a "Password Reset Error" page, with the message "The email link you clicked on to reset your password was expired. For reasons of security, this link expires 90 minutes after QuickBase sends them. You may try to reset your password by pressing the button below." She's tried clicking that button, and it sends a new email, and when she clicks that link, it takes her to the same "Password Reset Error" page. She's on Chrome. I've tried having her clear cookies and cache, but so far, no luck. Any ideas?