Who Me Too'd this topic

Possible relevant info: I've been a premium user for several months and recently upgraded to the Family Plan because of the holiday special.

I have the user name and email address of one of the people using my family plan, but I cannot find their account when I search for it.

They're not connected through Facebook, but trying to search their user name, email address, and actual name has turned up ziltch.

When I check my account settings, it says that they're active, so I don't understand why I can't find them.

Help, please? What am I doing wrong?