Login issue

this is as close a topic as i can find so i am putting my problem here.

I purchased the add-on login and when i enter my email and last name (things set in the setup) i get NO RECORD FOUND

the record has been approved.

this also happens when i use the private link that i got when i created my record.

From the admin side, the record is there, i can edit it, and the private iink is the same was what was sent in the initial email.

I have had trouble with documentation in finding any any information about this problem.