Unable to add a user to my organization

Hello,

I'm trying to add a colleague to my organization but I see the same error message every time - "We couldn't find anyone with that Oculus ID".

She has logged in to her Oculus Go with the same email address that I'm using to add her to the org, but I'm not sure why it won't recognize her. Please let me know where I'm going wrong. I can provide more info if required.

Thanks!