User complaining his password isn't working

[Dollarsign]

Hey guys,

A user e-mailed me saying that he cannot access my forums, it keeps telling him it's the wrong password although he thinks it's the right one. Is this a common problem? Please read what he wrote, I don't know how to help him as i'm only new to vBulletin.

so ive tried logging into my account on "yourwebsite" and it keeps telling me im using the wrong password. so i clicked forgot my password so it sent me what my user name was which i was using the right one then i got a new password sent to me tried using it and it told me again it didnt work.

Thanks a lot your help is greatly appreciated!