I do local IT support for *******, who has had the paid for version of Real Player for numerous years. I do not recall the reason but he was told he needed to stay on Player v16. Now he is getting messages about having to upgrade and his account login is not working for ********. Attempts to reset the password get a message that an email has been sent but there is nothing from real.com that is blocked by the spam filter or is in the mail logs. Trying to log into support requires him to sign in but once again, we do not receive any emails for resetting his password. What can we do to get assistance with resetting his password and getting him upgrade from v16 and retain all of the music he has imported into Real.