Assuming you have signed up for our QuickBooks/Quicken Downloads feature, you can submit a partner support form request (https://www.intuit.com/partners/fdp/implementation-support/partner-support-form/) to Intuit with the specifics that have been relayed to you by the member. 

In order to submit the request, you will need to retrieve the user's QBO CompanyID from the member.  To obtain the Company ID:
  • In QuickBooks, click on the gear in the upper right corner
  • Click on Company Settings (Account and Settings)
  • Click on Billing Info
  • Above the Company Name you will see the Company ID
Tip: You can also use the following to get the Company ID: Ctrl + Alt + ?

Online help resources that Intuit provides:
Intuit QuickBooks - YouTube  
https://quickbooks.intuit.com/learn-support/en-au/ 
https://quickbooks.intuit.com/learn-support/en-us?product=quickbooks-desktop