no users on volume when reseting password using filevault key

[OfirOrpaz]

Hello,

After enrolling with Jamf and giving a new user his mac (m1 pro), he forgot his new password.
Usually when this happens, we can enter the filevault key and reset his password.

This time, no prompt opened to reset so I tried via the reset password assistant (Terminal) --> I forgot my password --> Enter the filevault key --> it says "There are no users on this volume to recover".

Is there something that can be done?
Thanks!

[junjishimazaki]

I'm assuming these are local accounts, have you tried rebooting to recovery mode and select Forget All Passwords?

[OfirOrpaz]

Thanks for replying.
That's correct, local account.
I can use the Forgot All Passwords option and reset the mac but that defeats my purpose.
I want to reset that account's password.
Our Jamf reseller said that when you enter a wrong password 3 times, it should ask for the filevault key and then allow to reset the local account. this doesn't happen and instead says "the account is locked".