Hi BookkeeperOne,
Let's get this new user logged in to your company file.
When a user is invited for the first time, it will ask them to create an account after they accept the invitation. The User ID and Password they created during that time, is what they need to use to log in to your account.
If the credentials they created is different from what you used, it will result to the error he/she experienced. If the user forgot the credentials, he/she can call our Customer
Care Team. One of our agents can pull up the login details of this user and help them log in to your account.
If you have additional questions about managing your users, please let me know.