This occurs when the user's email address is associated with a former Altru user's email address. For example: If IT renamed a former user's email outside of Altru, instead of creating a new email address account for the new user. Use the below steps to correct this issue:

Step #1: Local IT needs to create a new Email Address account for the user outside of Altru.
  • Note: This can be the same email address, but it can not be an email address account that was formerly used within Altru and renamed.
Step #2: Delete and re-invite the Altru user:
  1. Navigate to Administration > Application Users
  2. Click the drop down next to the new user and select Delete
  3. Click Add tio recreate and invite the user to Altru once more
  4. Have the user click the link in the email invitation