Error: Your customer information could not be verified

When setting up the Mobile Service in the Web Services module of The Raiser's Edge, users are asked to add their email address and site ID to generate a key. When they enter the email address and site ID they receive the error, "Your customer information could not be verified." Their email address and site ID are correct. If another person from the organization puts in their email address and site ID, they can generate the key. This error generally only occurs for one user's information.
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Environment

 7.93.5792.4 ; 7.92.5508 patch 4

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