vBulletin Mods

I am a little confused. Let me explain.
I have a user that is getting the following message when they try to register on my forum.
“Registration denied, this forum runs and active policy not allowing spammers. Please contact us via the “Contact Us” page link if you believe this is in error.

They do not seem to be a spammer, yet there being blocked by the GlowHost addon.
There IP is 2600:387:a:5::17. If I go to the stopforumspam web site and do a search for that IP and check box the EXACT MATCH, and I get the 190 results for 2600:387:a:5::/64. If I click on EXACT MATCH, why is 2600:387:a:5::/64 showing up?

How can I fix it so this user can register, if I know they are not a spammer?

DO I need both downloads Glow Host and also Change log?

I am trying to stop the fake user registrations, I have blocked 70 IP addresses and ranges but the hackers keep finding more.

I wish You have described it in greater detail. I have .zip archive from 2017 and it contains product-glowhostspamomatic.xml and this needs to be imported in Admin / Plugins & Products / Manage Products / [Add/Import Product]. Thats all, no log. Then configure it in vB admin / Options / GlowHost - Spam-O-Matic , entering protected groups separating by "," and "StopForumSpam: API Key".