Sometimes Users will find that their credentials aren't working properly, and cannot log in. If an account is locked, a User will not be able to log in. This can be checked and reset in the User Management settings on the Bentley Enterprise Portal.
Have an Administrator review the settings by selecting the User Management Button, to see if the account is locked. If so, have the Administrator unlock the account and let the User know to try again.
The User Management Button is located in the Enterprise Portal - https://connect.bentley.com/Enterprise\