Some users may receive the following error message:

"Your account was validated but cannot be found in the system yet. If you have an existing account, then log in using your old account login ID and password. If you do not have an account, then create a new account."

1. Look up the user by name in the left-hand box but change the 'User Search' box on the right side to 'This Domain And Decedents'. This should show you all of the user's Partner Learning Portal accounts.

2. When looking at the accounts, you should find that at least 2 have the same email address listed (one with and without the .hn at the end). This is what causes this error.

3. To resolve this, locate the account WITHOUT .hn at the end. Go to the 'Create Password' box and change the drop-down to 'Edit Profile', and click on 'Go'.

4. Go to the Profile tab, and click on the blue 'Edit User Profile Information' and add XXX to the end of the email address.

5. Then have the user try logging in again using the Navigator Application.

After completing the above steps, submit a ticket.

 In the ticket, note that you've already changed the duplicate email address to allow the user to access the account in the meantime, but now the accounts need to be merged by the admin.