Hi Dorothy , thanks for your question! Here are a few things to check:
First, look up the user by searching for their email address in the Admin > Users area.
- If the user's status says "Invited / Not yet joined" this means they don't yet have an account, so the password reset process won't work for them. If this is the case, you will need to resent the invite email to them by clicking the Gear icon and selecting "Resend invite" then click "Send". They will receive a new invite with a link to join. When they click the link, they will be given the option to enter a password to create their account.
- If you search but do not find the user, this means that they need to be invited. Click "Add Users" and follow the process to send an invite. (When inviting a new person, be sure that you grant their access to the appropriate groups. If you need assistance with this please contact us at firstname.lastname@example.org.)
I hope that helps! Please get in touch with your account manager if you need additional assistance. Thank you!