Before providing instructions for access, kindly check if the user is a Distributor (External) or an LBS Employee (Internal) user.  

How to tell the difference?

A Distributor will have their email address as their 'username'.

You can also identify a Distributor by looking under the 'Identifier' section of your search results after locating a user's account. However, for some users, this may not be there.

Should a user not be able to confirm their employee type and you do not see Distributor under the 'Identifier' section, you can find this information by clicking on the user's name. This will take you to the following screen where under 'Division' you can see that they are indeed a Distributor.

As for an LBS Employee, they will have a 9-digit number as their username.

You may also confirm this information with the user.

Internal Users/LBS Employees (SSO): https://lbs-pi.csod.com/samldefault.aspx

External Users/Distributors (Direct Login): https://lbs-pi.csod.com/login/render.aspx?id=lbspi

Kindly allow me a moment to locate your account, I will then assist/advise further. I appreciate your patience.