HER: Her: My password doesn't work
ME: Got to . Click here and choose "Reset Password"
HER: It's asking for my password.
ME: It shouldn't. Did you click on "Reset password"?
HER: Yes
ME: Go back to and click on "Self Service". I brings up a window and should not ask for your password.
HER: Yes, I had this window last time.
ME: Okay, click on "Reset Password"
HER: But I clicked on "Change Password"
ME: ....