The end user guide for receiving Secure Messages (https://docs.sophos.com/central/Secure/Help/en-us/central/Secure/concepts/EncryptedPdfMessages.html) tells the recipient several times if they have issues, to contact the organization (us) sending the message.
As the IT administrators/support for the "organization" responsible for the secure messages being sent out, where do we go to resolve these issues that the end users have? How do we fix their issues and reset the external recipient accounts?
Thank you for contacting the Sophos Community.
In this case, you would need to open a Case with Support, so they can assist you with the reset of the password and/or see if there’s something wrong with the account of the recipient user.
Basically, if they’re following the steps to recover their password (secret questions) and they don't remember them or it isn't working, then you would open a ticket with Support, on behalf of that customer.