The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/resend-an-invitation-email/