New user on my team having issues

Hi there,

My team member and I need help asap.

I added a new user to my account so that she can run meetings for me when I am away.

When I purchased her licence, she received that email and followed the instructions that came with it. Note: She had/has a free, basic account before (I'm not sure if this is causing problems?)

Yesterday, we had 'practice' run. She and I both ended up in  different meetings. After trying a few things, resending her the meeting info etc we decided to log out and reset out devices.

At that point she as unable to log in.

I cannot find articles specific to these issues.

Can someone help, please?

Lisa