New PC and recovery file is not working

Hi,
we use Passbolt CE and one of our users has a new PC.
We try to install Passbolt via Account recovery but it always say, the password is wrong.
But on the Phone this user can login with his password.

I think, that something happend to the passbolt recovery file.

Is there a way to get a new recovery file? Maybee we can copy it from the old windows pc?