New user account not working

I created an account for new user kmann@good360.org. She received an email to join my company's account. Upon trying to signup, it told her that she already had an account even though she shouldn't have had one yet. She was somehow able to log in without setting up a password, but then did not have access to the forms that were shared with her. She needs access to the Community Engagement folder.

Hi good360_forms,

Thanks for reaching out to Jotform Support. I have checked the account associated with this email kmann@good360.org and it shows that the account type is Form User and was created on January 24, 2024. We can convert this account to a Starter plan. To convert it, please ask her to create a forum thread from the Contact Us page. Once the plan is converted to Starter, she can now have access to your shared form.

Let us know if you have any other questions.