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 'username' and User ID as their email address.

You can also identify a Distributor by looking under the 'Organization Structure' section of your search results after locating a user's account.

Should a user not be able to confirm their employee type, and you do not see Distributor under the 'Organization Structure' 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/

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.