New User not able to log in

We have been using HipChat for a while now and it has worked fine.  However, we just added a new employee ans she is not able to log in.  She's stuck in a loop now.

The HipChat system reconizes her email and other users can see her name in our employee list, but she is not able to get past the log in screen.  Here is the error we get when she enters her email address:

"We don't recognize that email address. Check it for typos or try your group's domain."

The email is spelled correctly.  

If we try to join an existing group, we get the following message:

"You already have an account on HipChat. Please sign in."

If she tries to sign in, it just goes to the 1st error above.

Can someone help us?

1 answer

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We had the same issue.  We had to open a ticket with HipChat to have the user account deleted from their database. At which point we re-added and no issues since. 

Thanks, Shawn!  I thnk we'll have to do that.

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