If your facility has the text message password reset enabled, which allows users to reset their own password via text message, rather than requiring an admin user to reset it, a user could encounter this error for two reasons:
1) The user incorrectly their username and/or the last four digits of their cell phone number
2) The user does not have their cell phone number on file under the Manage Users admin function. A user must have their cell phone number on file for this feature to work successfully; otherwise, an admin user would be required to reset the password.
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