resetting user password

Are you using SSO?
If SSO is enabled, the password you set in the RingCentral Portal is ignored. The user must use their corporate email credentials by clicking "Sign in with SSO".

Confirm if your account uses SSO. If it does, tell the user to ignore the password you gave them and use their standard work login.

Clear the Cache
The RingCentral Desktop and Mobile apps are notorious for "remembering" old, failed login attempts. Even if the user types the new password, the app might be sending a cached token.

The Fix (Desktop): Have the user click on Help (or their profile icon) and look for an option to Reset App or Clear Cache.

The Fix (Web): If they are using a browser, they should try an Incognito/Private window. If it works there, they need to clear their browser cookies/cache.

Verification & Lockouts

Account Lockout: If the user tried the old password too many times before you reset it, the system might have a temporary "security cooldown" on that IP address. Wait 15 minutes and try again.

Email vs. Phone Number: Ensure the user is logging in with their Main Company Number + Extension or their Unique Email Address. Sometimes users try to log in with their direct dial number (DL) as the username, which can fail depending on your account settings.

Pro Tip:
Instead of manually setting a password, I recommend using the "Send Invite" or "Send Password Reset Email" button in the User Profile. This forces the user to create their own password and ensures the "Handshake" between their device and the RingCentral server is fresh.

If any of this helps, let me know!
​​​​​​​If it doesn’t, please create a ticket with Support and they can troubleshoot further.