Typically this means that the agent has either not yet been added to the agent roster, or they're trying to sign in for the first time with an email address that we don't have on file.
First step is to check the agent roster. Log into your Connect dashboard and tap on "Admin". Search for the agents name in the roster. If they're not yet there, make sure they are added.
If they're in the roster already, you'll want to see what email address we have listed under their profile. Please make sure the agent is using that email address to create their account password and sign in.
If both of these have been checked and look to be correct, please email firstname.lastname@example.org and we'll help you troubleshoot.