Him> Okay, I’m locked out, can you reset my password
Me> Not a problem, one moment…okay, your password is “Test123”
Him> Okay. “test123” Didn’t work
Me> You have to type a Capital “T”
Him> How do I do that? With out the caps lock thing

I knew it was going to be a long conversation. I ended up sending a tech because you have to fill in:
Old Password
New Password
New Password(agin)
all at the SAME TIME before you hit “OK”