Ahh, the age old problem with authentication in education - students/parents who lose their passwords.
Are you talking about the new CompTIA platform? And why is the reset function creating a lot of unhappy students/parents?
I'm afraid in this scenario, there's not much of an easy way around it. Best I can offer is to impress upon the students and their parents that if they forget their password, they're going to experience delays. While it's commendable, I think, that you're trying to be as flexible as you can, putting the onus back on the student to be responsible enough, to me, is not unreasonable.
What does the school administration say to all this?
/r