We use Trend Micro's email encryption solution. Specifically, it encrypts outbound emails that meet certain criteria. The intended recipient has to register with the system (called Private Post) to retrieve the encrypted message.
We have a user whose account seems to be locked. He has tried answering the security questions, but he doesn't know the answers to them (for whatever reasons). This person's identity has been verified, so there is not fear of foul play.
Our I.T. staff is saying that there is no way this account can be unlocked. They're saying that once an email address is registered, it is locked and not even Trend Micro has any ability to control or unlock the account.
I'm not sure this is correct. Does anyone have any knowledge about Trend Micro's Private Post system? Can a registered account be "unlocked" and become usable again?
Thanks in advance.