If a user is having trouble logging in the first thing to do is to check that the user is typing their email in lowercase.
The second thing to do is to check the email address you have uploaded to the platform is correct.
Once you've confirmed the steps above, you can send a password reset email or link. To do this, click on account - people, and choose the user who is having the issue and either send the email via Looop or copy the link to send them yourself:
If the user is still unable to reset their password or login after following the steps above, please contact us at firstname.lastname@example.org.