Customer Portal Users - Creating New Contacts

Hi,

Recently, I added two new contacts to one account. I then follow the steps to invite them to become Customer Portal Users. When I clicked the "Invite Portal User(s)" button it asked for the email ids. I did entered them and they received the invitation.

The problem is that one of them "created" a new contact that is not associated with the account, therefore he is not being able to see the cases logged by the other users in the same account.

I deactivated this user, (which name is only the first part of the email address), and tried to activate by sending invitation to the other contact, but logically the system tells me that email already exists and doesn't allow me to send the invitation or activate the user. I then tried to add the "new contact" to the account but it is not allowing me, either.

I need help urgently, as the client needs to start logging cases and be able to see the others'.

Thank you.

Dora