If any student contacts you and says they can’t log in or reset their password, then follow these steps:
First, test the login and password reset functionality yourself. If it is working for you, then they have likely forgotten their password or are trying to reset their password with a different email address than the email address they used when they registered on the site. They may also have missed the password reset email if it skipped their inbox and ended up in their spam folder.
“User error” is common and it’s best to work through the above possibilities with the user first.
If in your testing you do not receive the password reset email yourself, then it’s best to investigate common email issues that you can resolve with this piece of documentation.