she should have copied the seed phrase and the hive keys when she signed up.
The file downloaded with keystore is not a keys file.
If she didn't copied the keys as promoted she can still get them by importing the keys to keychain using the username and the seed phrase since that is the master key.
Also, get her to use InLeo XD
No, the seed phrase and Hive keys weren't copied while creating the account, thought downloading the file would take care of things.
So in essence, the use for the downloaded file is only for logging in via Keystore ?
yes, that is the purpose of the keystore file. You have to use the file and the encryption password to log in. But the seed phrase has to be copied and stored apart.
If there is no capture and no copy of the seed phrase, that account is lost