I experience this situation on other platform where I need to do a KYC verification to prove the ownership of the account so maybe it goes the same with sherbet to. So maybe try to follow what they require so thay they can also verify that the real owner requesting the change password on your account. Although this is hassle but its part of their process to make sure that your account is safe and will not easily get penetrated by certain people trying to get your account.
I experience the same on some platforms too.
If you use your account normally, all go smooth but if you are inactive a long time, login your account, it can trigger their systematic security alert and they can ask you to do some steps to verify ownership of the account.
Same for action like suddenly log in and make a withdrawal request or a request to change account password. If the person is behind the request is an actual owner, I think completing the request is not too hard.
The challenge or barrier is being ready for KYC or not. It seems if you use a centralized platform, always being ready to do KYC is something you have to accept.