If you have a user that is unable to log in without resetting their password, please have them provide the following:

A screen shot of the login screen, with the username and password they're trying to log in with (passwords will not display), after clicking Login with the error message displayed:

User-added image

You can then compare the username in the screen shot to the username in their profile:

User-added image


If the usernames do not match, the user will need to try signing in with the username listed under their Sign In Information.