If the client forgot their password for a form engagement and asks you to reset it, or didn't click the "forgot password" link, you can reset the password on their account.
Navigate to Accounts > All Accounts. Click on your client/prospect. Click the "Reset password" link on the Account details panel.
You will see a reset successful message at the top of your screen, as well as seeing that a Password has not been created yet under their name.
The next time the client tries to access a high security level engagement that has the password authentication selected, it will require them to complete the password setup.
How to unblock your client/prospects account
If you have notifications enabled in your settings, you will receive an email if an account is blocked. If not, your client will more than likely reach out to you. You'll also be able to see in your activity if an account has been blocked. Click on the activity to be taken directly to the account.
When an account has been blocked, they will see this message on their engagement.
To unblock an account, visit the account that has been blocked by navigating to Accounts > All Accounts > Click on your client/prospect (if you didn't click on the blocked activity notice from your Recent Activity as displayed above). Click on the 'Unblock account' link.
You'll see a confirmation at the top of the screen that the unblock was successful, and under the client's name, it will now show that a password was not created.
The next time the client tries to access a high security level engagement that has the password authentication selected, they will be required to complete the password setup.