Add user issues

I tried adding a new user so I could set up their phone today.  The user never received their verification email.  I deleted the pending user, added them again, same thing, they don't receive a verification email.  It is not an email issue on our end, other new users received their emails and I have been receiving voicemail emails all day.  

I tried to work around the issue by setting up the user with a utility mail box, then go in to the account to edit the email address but the system says the email has already been used.  I go back to users, search for the email address and nothing.  I can't find it anywhere in the phone system or the user system.