This issue can occur if there is a configuration problem with the link they are attempting to access or their constituent record erroneously has group membership in an Admin Security group.

To check their group membership and remove the constituent from the group, follow these steps:
  1. Navigate to Constituents > Constituents360.
  2. Search for the constituent and view their record.
  3. Select the groups tab.
  4. Click the Edit Group Membership link.
  5. Scroll through the groups that they belong to and remove any groups with a capital red letter A, denoting that this group is an Admin Security Group.
  6. Save your changes and test logging in once more.