Member tried to log in, name popped up in pink highlight with red lettering

A member of one of our clubs tried to log in to their Free ToastHost website as a member (not admin) and couldn't. I asked the member to enter just his name and click AUTHENTICATE/LOGIN. He emailed this to me:

"That did not work. I typed in my name and it popped up highlighted in pink with red letters.
I hit authenticate and never got an email. I did it twice."

The information I found in the forum matched his situation somewhat, and the solution was the same as I gave him. What else can we do? In case it's needed, I've asked him for his computer's OS and browser, and asked him to clear the browser's cache.

Thank you.

Sometimes it helps us in situations where there is a "visual aspect" to an issue if you could post a screen capture of the situation.

I get that, Steve, but I'm not in the same city as this member and they didn't know who else to ask. I have asked for their OS and browser, I'm waiting for his response.

Members first name please as typed.

Thank you, Brian, so his name is SteveTheTechie? That doesn't solve my query but I'm happy to oblige.

Lisa the member who is having the issue, their first name as they typed it so we can duplicate the issue.