To resolve the error "unrecognized email address" when attempting to login into Keychain, you will need to create a main login for that license.  

Before starting make sure you have:

-the license number they are unable to log into

-their email address

1) In IDB, navigate to the customer's account.

2) Click on "Licenses."

3) Right-click and select "Edit License" from the menu.

4) Click "Users."

5) Right-click and select "Create Main Login."

6) Click the ellipsis to the right of "Customer."

7) Put in the site key and click "Search."

8) Select the customer from the list. Click "Select."

9) Click the gray back arrow in the builder to save your changes and exit the screen.