Board Game Arena

I am trying to troubleshoot remotely with someone else who is using an ipad. He forgot his password so he chose to recover his password (password lost). He received the email then followed the link in the email. The link took him to the screen to create a new password. A password was already filled in and he didn't have the option to create his own.

Is this a problem with ipads?

We found the problem. Using facetime we weren't able to see he option of "choose own password". Once we saw that everything worked