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Unable to succesfully add existing Jira user to a service desk project

I have a new service desk project. I have successfully added a "new to Jira" customer to a customer organisation and they can login and enter issues into the system - seems to be working fine. However, when I add a new user to the customer organisation using a email login already known to Jira, all attempts to login to the service desk project fail.  Login fails with

Did you use the wrong account?

Your email address doesn't have access to  

(real names hidden to protect the guilty)

Can anyone help? I am an  Admin but can;t find any additional levers to pull to fix this.

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This is for cloud version

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