A loan officer or processor at your company cannot sign in, and Forgot password is not getting them anywhere. If you are an admin on your own POS site, you can fix this yourself — most people do not know the option is there.
The path
Sign in as an admin, go to Users, search for the person, open the three dots on their row and choose Change Password.
That is the whole procedure. It takes effect immediately and the user can sign in straight away.
When Forgot password will not work
The common case is a new team whose accounts were created before their mailboxes existed. Each account sends a message on creation, and the user sets their own password from it — but if that message went to an address the person could not yet reach, the link is gone and Forgot password only sends another one to the same place. Resetting it directly from Users steps around the problem entirely.
The same applies after a rebrand or a change of email domain, where the address on the account no longer receives mail.
What support can and cannot do
Support can reset a password for you and can clear the must-change-password state if someone is stuck behind it.
Nobody can retrieve an existing password, at your company or at BIG POS. A password can only be replaced, never read back. If anyone asks you to send them an existing one, the answer is that it does not work that way.
Changing a username — as opposed to a password — is not offered in the admin portal and does come to support. Send the list of users and the new usernames you want.
Related
For borrowers rather than staff, see Borrower has no POS account yet. For the general boundary of what support can reach, see What BIG POS support can and cannot access.