It is almost as if the company does not test things properly before unleashing them on the world.
I had that problem several years back with a certain company in Redmond. The website insisted on a minimum length pw and I used 20 characters. It apparently accepted this but subsequent login attempts failed.
I finally sussed the problem when, for a change, I had headphones plugged in to the PC and heard a beep when I typed the 17th character! No indication other than that beep that there was an upper limit. I complained and was not surprised to get no response, however the restriction was removed some time later.
In a large office who has speakers attached to their PC?