If there is more than one account for a user with the same email address, they'll be prevented from accessing the Compliance Software when they log into Evo.
If these accounts were created prior to moving into Evo, you won't be able to delete or remove these due to no connecting Evo account. To resolve this:
Ensure all tasks are reassigned to just the one account. This will be the account that is kept.
Raise a new case online, reference the title of this article and provide the following:
The user name and the email.
A screenshot of the multiple accounts and confirm which is to be removed.
Note: Once there is only one active account, the user will be able to gain access.