Ability to sent password reset links for ALL employees

We have an archived company where the payroll has moved to another bureau who does not use Paycircle. One of the employees of this former payroll could not remember their password for their employee portal which they should still have access to and the password reset link wasn't working. Upon talking to Paycircle support the only method to get a link sent out to them was by unarchiving the payroll, sending the link and then rearchiving it. We should not have to unarchive just to grant an employee access to their payslips, P60s and P45s. It is a legal requirement to provide these documents to an employee, we cannot withhold them just because we can't reset a password.