I'm using my Pega account with the Support Administrator role under the Mitsubishi UFJ Trust and Banking Corporation account. I'm trying to assign roles to a colleague who has already created a verified "My Pega Account" using her corporate email address. Her email status is marked as ACTIVE (see Image 1 in the attached Excel file).

According to her full profile page, she is already enrolled in the following roles for the Mitsubishi UFJ Trust and Banking Corporation account:

• Support Administrator
• Security Contact
• General Support Access (see Image 2)

However, when I check the User Management page, her account does not appear under any of these roles. The same issue occurs when exporting the user list. I attempted to manually add her to these roles via the User Management page. Her account appears in the dropdown list, but the field "Select Accounts to Apply Role to" does not show any options. This issue seems to affect only this specific user.

Could you please advise on possible causes and suggest solutions?