Why cannot the client reset the password?

Your clients can change their password but If a client has made multiple unsuccessful password reset attempts within a brief period, as a security measure, their account will be temporarily locked for 24 hours. They will receive a notification on their screen if they try to reset the password for the sixth time.

If you suspect that the password reset request is legitimate and not a malicious attempt, you can assist your clients by sending them a password reset link via email. This can be achieved by clicking on the button located in the contacts list view.

or within the contact's profile.