Well my username has gap in it and it does not have any problem. Id say it is not the issue here, perhaps she just entered the wrong username. This can happen since the field is case sensitive, and the field does not accept symbols such as -.
And yes, the password reset feature is glitched. It is confirmed in our bug tracker project, and a solution has been proposed by myself. The glitch will be officially gone in Mys v1.3.1, but if you want to resolve it right now, please go to this page and download the two script files from attachment:
http://www.mysidiaadoptables.com/for....php?issueid=1