User not visible in Shared Setting or Give a Copy

Anyone seem this before? A user has an Xerte account and can log in. However, I cannot find this user when I try to add them to Shared Setting or Give a Copy. Is this a corrupt user file issue?

Running v3.6

thanks in advance,
Alison

No, I have never seen that behaviour after the person has succesfully logged in at least once.

NOTE: If a user has access, but has never logged in yet, the user is not available in the share settings. The users needs to logged in at least once.