Previous account holder now unable to sign docs

Someone who transferred out of a position where she had an account now just needs to be a signer, but when we send her a document and she attempts to sign, she gets a message saying her account has been disabled.  Everyone else in the org can sign documents, though, without an account.  I figured the easy solution was to set her up with an account again rather than try to troubleshoot.  When I tried, the set-up stalled in the ever-circling that happens about 20% of the time when working in Sign.  I logged out and tried again and it said that she already had an account, although she's not listed and cannot log in.