User having problem activating her account

[etsgirl]

I have a user who needs to activate her new licensed account, but she is unable to do so. Here is what her supervisor says:

She said that every time she attempts it, it inserts her personal email address after she starts going through the process (begins with Moody email, but then switches it on the second step). She then has to exit out since she is unable to change it back.

I don't know if this means she has another Zoom account that is not part of our Education account or what would happen if she went ahead and completed the activation without changing her email back (would I be able to fix that later as the administrator). What does she have to complete as part of her activation? I'm new as the admin and haven't set up any of the processes we user for bringing in new users.