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"User is already added to account" error but not in list

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# 1
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I work for a marketing agency, and I am trying to increase the permissions for one of our clients in their own Google Analytics (it was initially set up with them only able to Read & Analyze).


The issue is that their email is not in the list of users at any level (Account, Property, or View). When I try to add the email address they've been using to log in, I get the error that the user is already added to the account (which makes sense, because they've been using it) but since their email is not visible anywhere, I'm not able to increase the permissions for it.


I've seen other questions here with similar problems, but the solutions to those don't help. Does anyone have any ideas about how I can sort this out?