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Access to confluence but Admin tab shows "Never accessed this product". Is this a common issue?

We have someone in our organisation that had access to our Jira Service Desk portal which didn't require an Atlassian account, they then needed access to Confluence. Instead of migrating their account to an Atlassian account, they were sent a new invite to Confluence with their same email address. This now caused them to be blocked from every space in Confluence and always shows as "Never accessed this product" in the admin section. We have tried removing both accounts and trying to reset up the account but with no joy. They can access Jira software but not Confluence. Has anyone ever seen this and know the best way to fix this?

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