• On the Users screen, verify the username they are entering matches the Username property. All username, password, and company account ID values are case-sensitive.
• On the Users screen screen, verify they are not blocked from signing in.
• When using Single sign-on (SSO), verify the username/Company Account ID match what is being passed by the client. Use the Single sign-on failed attempts to help debug.

To reset and send a new password, the account must have an Email account, and the user needs access to that email account. Reset the password from the Users or Users admin screens.