If there is a FocalPoint Admin user available, to remove the user as being active:
Login to FocalPoint Admin
Click System control, Users
In the top left, click Show active users
Select the user that is unable to login.
Click Inactive.
If there isn't a FocalPoint Admin user available, or the above steps don't work, please raise a new case and reference the title of this article and please include details of the user affected.