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Thanks for your post.
Based on my understanding, USERA tried to login office365 portal but he got error message said his password was wrong. So you reset his password, but the issue persisted. Is it right?
Please follow the action plan to narrow down the issue.
1. Clear web browser’s cache and retry.
2. Re-install login assistance and retry.
3. Is it a federation domain?
4. Capture screenshot for the error message and post it in forum.
If I misunderstood your concerns, please describe the issue in more details? Whose password is wrong? And Whose password did you reset? Thanks.
How are things going on your side? If you need further assistance, please let me know. Thanks.