new user account creation

Hello

A user tried to create an account but didn't receive an activation/verification email. I tried to create an account for him in the User Management page on the Admin portal but was told that the email address already existed. How can I access this account if it doesn't show up in User Management?

Also, I cannot login to the new SR (Cases) portal using my existing account details. I can log in everywhere else, including here, but not onto the new system. Do I have to register again somewhere for this?

Thanks!

Paolo