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member unable to log in or change password

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I am having a weird issue with a member. He is unable to log in or reset his password.

As an admin, I've signed in as the username and it works fine... but I've tried to change his password several times on ACP and I won't be able to log in from Chrome or Firefox.

The admin can sign in on the website as the user from ACP, but neither the user nor I, can log in with the new credentials if done outside ACP. I've tried several times with different passwords and it won't work 😞 The user asked me but I don't know what to tell me because it doesn't make sense. I've tired to change the user groups manually, just in case it was related to the user group, but nothing, same result.

Could anyone please look into this issue? The username is: gorilllah


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