For Users:

1. Navigate to Admin > Users.
   
2. Double-click on the user's name to open the record.
   
3. In the General tab look for the section to the right
   
4. It should be a number higher than 0. Click reset. Then Save.
   

For Athletes:

1. Navigate to the Athlete database
   
2. Double-click on the athlete's name to open up the record.
   
3. Then look for the login error count under athlete online access to reset.
   
4. Click Save.