If a client or admin user is unable to login or has forgotten their password, there are a couple of steps that can be taken.
If the account locked out is an admin user - please close all instances of the courier tool logged in under this account
Check User is Locked out & Unlock
First please check if the user is locked out due to unsuccessful password entry attempts.
Navigate to Settings > User Admin:
Depending on the type of user please select either client or admin user accounts, then please search for user name in the search box.
If there is a red padlock symbol it means the account is locked:
Please select to Unlock User on the right hand side - then they will be able to login again, then you will receive success message:
Forgotten Password / Reset Password
If they have just forgotten password - please select re-set password option and the system will produce new password:
Please copy and paste this password and provide it to the username to login.
Then please ask them to make new password after they login on Settings > Change Password