Cloud passwords expire every 6 months, the program will warn you 2 weeks out from expiration but often times if you haven't logged in recently it will expire and you will be met with a password incorrect message when you attempt to login using your remote desktop app. You can reset your password yourself by using the expired password on cloud.esha.com it will prompt you with a message "Password is expired click here to change it" then it will prompt you for a new password. Click here for password complexity requirements.
See this full article on changing your password.
If you can't remember your password or you need it reset for any reason contact support on this page (live chat) or via email email@example.com