Recover Security Console and Operation Console password
Since you have the rsaadmin password, log on with it and use
$ /opt/rsa/am/utils/rsautil restore-admin
to create a new temporary superadmin account. Then you can reset your own password and remove the temporary account. Once that's sorted, use the Administration > Manage OC Administrators menu in the Security Console to reset your OC account password.
once you try to create a new temporary super admin username you will be prompted to enter the OC credentials.
rsaadmin@am81p:~> cd /opt/rsa/am/utils rsaadmin@am81p:/opt/rsa/am/utils> ./rsautil restore-admin -u tempadmin -p P4ssw0rd1! Please enter OC Administrator username: <enter Operations Console admin user name> Please enter OC Administrator password: <enter Operations Console admin password>
Oops! Of course you are right. I plead not enough coffee.
Do they have any other users with administrative privileges who could log in to the Security Console and reset your client's password? Can they log in with a token?