An employee on ESS forgot their password to log on. I went to user maintenance on ESS and sent him a reset password link.

His password was changed successfully on his side, however, every time he tries and logs in with his username and new password it gives an error and say username and password is incorrect.

We tried resetting this a few times and the same comes up.

Please can you give me some guidance on what to do. This is happening to more than one of the employees.

thank you!