Sometimes a user does not appear in FocalPoint Administrator immediately after the Access Evo account is created. Try the following steps to resolve this:
Log in to Access Evo as an Admin.
At the top right, click the Members icon.
Find the user and click the 3 dots at the top right of their profile.
Select Manage Roles
Find FocalPoint SaaS and select Manage Instances
On the right, change the access to No Access, then click Save.
Change the access back to User, then click Save.