No Prime accounts are currently linked to your email.

Hello,

We recently took over administration for one of our customers Adobe Captivate Prime portal to administer users.  The account we were assigned by our customer to administer users is an internal account with roles of learner & Admin. We are getting a lot of complaints from users who are having issues with registration. Issue is we will go to external users, find the group and click send Welcome email. The user then gets welcome email which it then prompts the user to register, they fill out their information and click register, (they dont get any errors), it then prompts them to login with their account they just registered with. When they login they are then prompted with a error "No Prime accounts are currently linked to your email. Click here to go back to login page". We have tried doing so in many browsers, IE, Chrome, Firefox, Opera, Safari and trying it from our side as well as customer side and same issue. We have also tried to copy the link from the users team from External users and sending that to them and same issue is still occurring. Their information is correct (email address, seats allotted) I have contacted support who told us to clear browser cache which doesnt resolve the issue, havent heard back from support after that. its becoming very frustrating and we are getting a lot of users with this issue who are getting frustrated with us because we cant resolve the issue. Does anyone have any idea. The users having this issue are leader of their team in (they are the external user who cant register. Please help im grasping at straws.