Hey @mathewap - If they are not active, it is typically because they were invited at one time to become a user but did not setup a password to login for the first time so the invitation timed out. The best route would be to delete their current profile and resend them the invitation. Once they setup their password from that new invitation, they'll be an active user and good to go. Let us know if any additoinal questions. https://knowledge.validity.com/s/articles/Roles-and-User-License-Management?language=en_US
