If you have created a user that has had an account before prior, on the Compliance software site and they do not show having checked the following please raise a case into the support team.
They have accepted the welcome invite and active.
User/Admin role given within members role.
check to see if in the Compliance software site if there is a deleted account for this user.
Within the case raised please confirm the details of the deleted account that is to be restored.
The name of the user.
The email of the user.
If the account is deactivated or deleted.