The account actually uses the Citrix login/account, so the user should do the following:

1.  Using the Citrix Admin tool, verify that the user is in the correct Security Group to a have access to the Reports Manager (i.e. CMNC SSRS)  
2.  Call Support and have the Citrix account's password reset.
3.  Have the user login to Citrix first, where after logging in, they will use the default password - the system should require the user to change their password.  
4.  After completing that step, then try the Reporting url - it should work.