Most likely when this happens, this means that your staff member has created an account on their own or that they have used that email with a parent account on Learning Genie. If so, please check-in with that staff first if they are using a parent account on Learning Genie. If this is the case, they will need to use a second email to have an educator account.
If they do not have a parent account, this is how you will bring them back into your staff list.
1. Click your avatar in the top-right corner, then click "Admin Settings".
2. Go to "Account & Security" > "Merge Account".
3. Enter the staff's email address and "Search".
4. Click "Request to merge account".
5. Let your staff member know they will be receiving an email and to accept the merge within 24 hours or it will expire and you will have to resend the request on Learning Genie.
6. Go back into "Manage Staff" once the staff has done the approval and edit the roles/ classes they need to be assigned to as Learning Genie places them as "Agency Admin" as default.