Normal user is locked out of their email and it says to contact me (admin user) but...

Normal user is locked out of their email and it says to contact me (admin user) but...

I don't understand how I can reset their account? Basically, the user tried to sign in, but were asked to provide a verification code (which was sent via a text message to a wrong number). After they were unable to provide a verification code, they were told I (the admin) should be contacted...help!