Having trouble giving someone access to a cas protected page

Request Type: 
General Assistance
Author: 
Lisa Maloney
Issue/Request: 

She keeps getting access denied.  But when I gave her access the morning for the first time it says her email address is already in use.

see attached screen shot.

Hi Lisa,
 
Melanie Perry Netid is map36 not map360 and it’s already in use. You can go ahead and give her the access. 
The other account which is in the image above is not availed account.
 
Thanks,