joined new team on hip chat but can't create message threads with other users

Was using HipChat with a former employee and just started recently using with a new company. I created a new handle and joined a new team, however, cannot create new message threads and no one can find me on HipChat 

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Michael Rey Atlassian Team Nov 29, 2016

Sammi,

To make sure I understand correctly are you saying that you can not join rooms or send 1-1/Direct messages? As for your teammates, they are not able to find you in the 'directory' to send you a message? Is that correct? 

That is quite unusual behavior if that's the case, may I know what Operating System and version of HipChat you're on? Have you tried it via the web client?

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