ESS users are required to reset their password every 120 days. If a user selects Forgot your Password when they first login but has not logged into ESS in the last 120 days, they will be prompted to reset their password again. This is despite the user having just changed their password. The system hasn't identified that the password has been changed because the user has not yet logged in, so it thinks the password has expired and needs to be reset. When this occurs, ask your user to reset their password again. Your user will need to:
Use Forgot your Password to reset their password. This becomes their current password to log in.
Create a new password when prompted.
Complete the login process.
To prevent this issue in the future, advise users to log in to their ESS account periodically, at least once every few months.