How do I enable a user to link his Matlab license?

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I have recently become a Matlab license administrator for my organization. I have a user who is trying to link his license to his Mathworks account, but is getting this error message -
The user has come to me as the error message suggested he do, but I do not know what to do for him. How does the license center know what email addresses are supposed to be valid? Was I supposed to provide a list of valid addresses in some way?

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