Start under Settings > Users and Roles and open the person. If their page shows a Pending Invitation card, they never finished setup, and that's the usual answer.
If they never finished setup
Being invited isn't the same as having an account. Until they work through the signup steps they have no password.
Select Resend Invitation on their Pending Invitation card, or Copy Invitation Link and send it another way.
If the invitation ran out
Invitations last 30 days, and the Pending Invitation card counts the days left.
Resend Invitation issues a fresh link and restarts the clock. A location invite link also lasts 30 days—get a new one with Copy User Invite Link on the location's page.
If the invitation went to the wrong address
Check the Email Address on their page. It's locked, so a typo can't be corrected in place.
Cancel the invitation and add them again. If the corrected address is then rejected as belonging to a deleted user, restore that user from the Deleted Users tab instead.
If their password reset link stopped working
A password reset link expires 72 hours after it's issued. Open their page, select Admin Actions, then Copy Password Reset Link.
If their name isn't in the Location Login list
That picker only lists people assigned to the location who have set a 4-digit PIN. Someone who skipped the PIN won't be there.
Assign them to the location, and have them set a PIN under Settings > Security.
If the account was deleted
A deleted user can't sign in, and their email can't be reused until they're restored. Check the Deleted Users tab under Users and Roles.
If they land on a deactivated screen
They got in and then hit Your company has been deactivated or This location has been deactivated. That's an account status, not a login problem, and everyone there sees it.
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