Users can be locked out of their account after incorrectly entering their password 5 times in a row. Upon lockout, they will receive an alert message informing them that they can either wait for 30 minutes to try again, or reset their password. In case they reach out to you, here's how you can reset their password for them.
 

1. Open the Institution Admin dashboard and select the user you want to work with. 
2. On the user’s details page, select the Edit button.
   
3. Enter the new password in the Password field, and then select the Update User button. You should see a green header that says "Student/Instructor successfully updated."
4. Communicate the new password to the user.