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That sounds strange.
You can open a ticket on behalf of your team member or simply ask your team member to ring support.
You can access the phone numbers and pass them along.
Hope this gets fixed for you soon :)
Make sure he/she isn't logged on to a difference instance of Marketo (like a sandbox account).
We did have some community profile issues that should be resolved now. If your team members are still having access issues to the Marketo community, please have them send an email to firstname.lastname@example.org.