Sometimes the user doesn't appear to be created immediately in FocalPoint Admin after creating the Access Evo account.
To resolve this, please try following the steps below:
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 Save
Then change the access back to User, click Save