3813195 - Why can't I unlock the user by changing the password?

I was trying to reset my password and I have been getting this error message when I try to log in: 

"User name or password is invalid. Please try again.
Passwords are case sensitive. 
Self-Help: If you do not remember your password, please us the Forgot your password? link below. 
SSO: If your company uses single sign-on (SSO), please try that URL. 
Assistance: If you continue to have problems with SSO or with the Forgot your password? link, please contact your company's help desk or travel/expense department."

The user is trying to login to his Concur account. He forgot his password and has attempted to log in many times which locked the account. , KBA , CON-CA-ADM , Administration , CON-CA , Cross Applications , Problem