Login Issues with correct passphrase

Hi All, one of the users reported that could not login with correct password. We are 100% sure login details are correct. Few months later another user reported same problem, could not recover account either, as getting error “passphrase is incorrect”. We have about 30 user accounts, and two users reported same issue over a couple of months, anyone had similar problem?

Thanks

Did they ever change their login passphrase?

If so and they didn’t download a new copy of their recovery kit it would still expect the old passphrase. This would be for the recover account workflow where they are asked for their email address