Hi racheltaylordiaz ,
I'm desirous to help, but could you answer a few more questions? When you are saying you "opened a new account", could you clarify? By "new account" are you referring to a new Qualtrics platform instance, or a new User Account or some other type of Account?
When I see the error message, I believe you are referring to a User Account "no user record", etc.
Are you seeing this error when you try to log in as that user? Have you tried to proxy log in to that user from a different account? Also, just confirming that the user has not been deactivated for any reason?
Those are a few of my thoughts.
Thomas