When verifying a new user, some admins click on MAKE INACTIVE and then on MAKE ACTIVE again. However, this will cause an error in the verification process. After you verified the user information and clicked save, the USER and ORGANIZATION tab turns black (as it should). If you go back, you will notice that the user tab turned red again. Because the verification technically failed, the user is not able to sign in while the admin is not able anymore to verify the user.
The solution is to create a ticket in myQUEST. We can change the user status to ToVerify again from the back-end.
Please follow the verification procedure to prevent this error.