[Note: We have already answered/solved it in email]. The problem was caused by the user having a free account on DriveHQ.com. The (free) account is not in your Group. Since email address must be unique in our system, a new account cannot be created/imported. We have deleted the free account as it has no data. (It is also possible to invite the free user to join your Group. Log on to DriveHQ.com website, go to Group Admin, then click Add instead of Create. )