Open the Account Update page for the user
Click on System Setup in the main menu (top of page)
Select Users in the left panel
Click on the username
Click the Edit button (pencil icon) in the gray toolbar
Verify the account is Active (the Active checkbox should be checked)
Verify the account is Verified (the Verified checkbox should be checked)
Scroll down to view the value for Failed Login Attempts
If the value is > 1, the password the user is attempting to log in with is incorrect
Click Cancel on the Account Update window
Click Reset Password in the toolbar to email a password reset link to the user
If the value = 0, one of the following scenarios is occuringoccurring
The user is attempting to log into the wrong installation of Studytrax, send the user the correct URL to use
The user is attempting to log into Studytrax with a different username, send the user their username
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