To ensure that the TMC account you are viewing belongs to the user, kindly ask if the user has another email SBA.GOV email. They usually have multiple emails that they have access to. 

Thank you for contacting Office of Disaster Assistance End-User Support! 

We were able to find an account with your name. However, the email associated with it is different from the one you have given us. To ensure this account belongs to you, would you be able to confirm if you have any other SBA.GOV email addresses assigned to you?

We look forward to hearing back from you.

Sincerely,