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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 emailname@domainname.com doesn't have access to companyname.atlassian.net  

(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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