Create a "Contact Us" or "Technical Support page where your "password challenged" members can find it (usually a link on your tour page). That page should contain a link that says:
HAVING PASSORD PROBLEMS? >> CLICK HERE
IMPORTANT: This may seem like a simple, intuitive link but trust me--it is not. After years of experimenting with sending members to the Self Help page, we have discovered a few things:
||-- If given the choice, your members will choose to send you an email instead of clicking on
the Self Help link.
-- Your members must be "herded" into the Self Help page.
-- You must make it clear that the Self Help page is THE FASTEST WAY TO GET BACK INTO THE MEMBER'S AREA
-- You must make it clear that sending the webmaster email may take up to 24 hours.
I STRONGLY suggest that you duplicate, as closely as possible the following two pages in the tour area of your website:
-- Entry Page: http://hotwiferio.com/
-- Contact Page: http://hotwiferio.com/new/contact.shtml
BOTTOM LINE: If you are getting email from password-challenged member's you should re-think the self help link.