It may be like a recent encounter I had with Amcrest when a client locked themselves out of their NVR. They have a master reset password based on the date of manufacture of the device. If that's what your support person is referring to, not a good explanation on their part. You may also have to submit proof of purchase before they will reveal the info to you. Once you get in, you set up a new password, of course. I hope this helps.