Check that they are set up correctly and a member in their Hub as well as in the Leadership & Management as a 'Hub Admin'.

Just because they have a log in does not mean they have been correctly added into the right sections. 

They should have a Person Record, Be added to their Hub, Be added to their Leadership and Management workgroup. 

You can also 'Impersonate' their profile to see what they see while you troubleshoot.