A Sphere user attempts to log in to Kintera. They receive an error saying incorrect password. They follow the steps to reset password. The password reset is successful, but after they attempt to log in to Sphere, they once again receive an error saying incorrect password.
A Sphere administrator or analyst should send a master password reset to the user to resolve this loop.
To send a password reset
Navigate to Control>Administration>Organization Setup>Manage Users
Select the Login to reset
Click Send next to Login Information
The user should follow the steps to reset password within their email