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The problem is server side code, and they should know exactly what is wrong if they developed it. If you paid them to create this website, then you should insist that they fix the issue.
Here is how a password reminder generally works. You click the "reminder" button, and the webserver will programatically fetch your password and email it to you. There may be a problem in the code behind that button.
If they told you that the problem is your computer, but you are able to reproduce this error with other computers, then kindly ask them to test it out for themselves.
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