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.
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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.