Reset password failing

Can you confirm that the user is not 'locked' due to too many incorrect password attempts?

Also unlikely, but are you positive you're not picking up any extra spaces when copying the temporary password?

How can I check if the user is locked or not?

Navigate to the 'Users' section of the Admin console, click the checkbox next to the relevant username, and see if a button appears to unlock the user.

Do you know if this option exists for 16.2? I tried and click on the box and the only buttons I see are Create, Deactivate and Reset Password. For some reason, one of the users is not able to login and when I reset the password and she enters the temporary password, it says username or password is incorrect. Any ideas why this is happening and how I can better debug this?

Try finding the user in the /designer People tab. Click on the user and see if an 'Unlock User' button appears there.

I don't see it there either. I tried locking her account on purpose by failing the login several times and still can't see the Unlock user option. I did see the option here: forum.appian.com/.../User_Management.html. What other thing could I do? What does it mean I can't see the unlock option in /designer?

I don't see it there either. I tried locking her account on purpose by failing the login several times and still can't see the Unlock user option. I did see the option here: forum.appian.com/.../User_Management.html. What other thing could I do? What does it mean I can't see the unlock option in /designer?