Authenticator Issue? Can't login game/website

I am writing this for my wife due to an issue she is having with her account. Over the last month and a half, she has had the problem 4 times. She tries to log into her Account Management page or Forums on the website, and it always tells her the same message: Login failed. Normally, she can still login to the game, but she was unable to today. The problem is usually temporarily solved by a GM resetting the authenticator, but it always happens again. The last GM said to remove and re-add the authenticator to try and solve the timing issue, but she didn't get a chance to try it before it messed up again and she couldn't log in. Is there any way this issue can be fixed so she can log in and play the game without having to wait 3 days for a GM to respond to her email?

For reference, toon name on her account: Clov (Ghostlands)