@regisphilbin If it’s not effecting other users, then it’s most likely related to that users email setup somehow.
First things to check there would be to verify that the email address on their user profile is entered correctly.
Second, and you may need to consult your IT department about this, is determining if:
- your users should/should not need to have an email password set on their profiles. This will depend on your companys email settings, and how they are set in Admin > Config Settings > Email Settings
- (if a password is needed) the password entered is correct; (if no password is needed) the user may have set a password thinking they were supposed to, and you’ll need to go in to Admin > Users and unset the password.
Let us know if that clears this up for you, or if you continue having this issue after all the email setup and settings have been verified to be correct.