User cant open ticket because the email is not found, but its there!

[DeWebDude]

Hello All,

Running 7.10.2 / PHP 7.3

I have a user that when they go to open a ticket says it cant find their email address ( and they have in the past opened tickets ).
I then search the email address in clients and it doesn't find it.

I look at the client, and the email address is there as a contact.

Client account is active, so it's not that.

I then click save, made no difference.

I deleted the user, added the user back in, same result and user can't open a ticket.

Tickets are opened via email and other tickets are being opened, just not for this user.

Any ideas?

 

Thanks

 

[bear]

Unsure if WHMCS checks for stray characters, but is it possible the email has an unwanted space or hidden character that might be the result of copy/paste?

[DeWebDude]

I did double check in both the existing account and my search.

Plus these did work previously and nothing should have changed.

[brian!]

21 hours ago, DeWebDude said:

Tickets are opened via email and other tickets are being opened, just not for this user.

is their contact permissions, is the checkbox for View & Open Support Tickets enabled ?

[DeWebDude]

Sorry I didn't reply earlier.

Yes, the users gets email notifications and view & open support tickets, I did go to this page, uncheck it, save, then go back, re-check it and save with the same results.