In order for the user to be able to log in to the licence the Unlock Recipient must be set.
There is a Pivotal query to check for Building Regulations accounts without an unlock recipient, this can be run by going to Queries>List of Queries>NCL Building Regs missing unlock recipient
The subscription end date can also be changed in Pivotal if required.
Please note: We can see the users password but try to avoid bringing this up in a conversation. (Development/Management are aware but happy to take this risk)
You can tell the customer that the password reset on the Building Regulations site does not work.
If a user has a locked licence seat then this can be released by using the BRegs Tool in NBS Programs.