Permitted users are denied entrance into Confluence. Why?

Created users.

Associated them with groups.

Groups have access to Confluence.

Gave permission to 2 users (with available licences available) to use Confluence and it told them the access was denied (contact admin for more help).

Read FAQ and found no additional info on current problem. Verified all user permissions, global permissions and user management. Can't find anything.

We are using an OnDemand service at https://ugroupmedia.atlassian.net

Thank you for your help

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