If a user is locked out and they have not enabled 2 step authentication then the process of getting a new password is very simple.
See How do I get a new password?
If you are unsure whether a user has enabled 2 step authentication it is very easy to see.
1. Click on the light grey Account button.
2. Click on the blue Manage Users button
Any user with the blue shield next to their name has successfully activated 2 step authentication.
The account will be marked Locked out (if they have entered their password word or 6 digit authentication code incorrectly 6 times).
A user with Administration rights will need to unlock the account.
Note: If you are the only administrator user on your account you will need to give us a call on 01473 226482 to unlock your account.
Click on the pencil under Actions and the option to Unlock user will show.
Click on Unlock user
A reset email will be sent to the locked out user.
Note: The Status will continue to show Locked out until the user has reset their password. They will also have to re-enable 2 step authentication.