The customer can click on the Forgot Your Password link on the login page. The customer will receive an email prompting them to create a new password.
You can also reset the password for the customer and confirm that they are using the email account on record. To do so - go to their account in ASAP by clicking on Find | Students - search for the customer, click on View Account, click on View/Create Family Account and then click on View Login Information click on View Login Information then Reset Password.