Check if the user is present in the following database tables
select * from user_
select * from group_
In this particular case
User was in the user_ table but not in the group_ table.
Removing the row from the user_ table and recreating the account contact resolved the issue
1. Verify if you have an entry for the affected user in both the Group_ table and User_ table:
select * from Group_
select * from User_
If the user is only in the User_ table then:
2. stop the UMP wasp
delete from User_ where userid = '<affected_user_id>'
3. start wasp
4. log in as admin > control panel > server administration > reindex all search indexes
5. log out and log in as the affected <user>.
After successful log-in User_ and Group_ for the affected user will be populated correctly.