Users seeing 2 different versions of desktop app

hmm are they a free user?
In the admin portal > Users > if you click on the user > Devices & numbers > if you see “No phones are available” it means the extension is a free user without any license assigned to it.

Example pic:

Hi, thanks for the response. They do have a phone assigned to them. I’m no longer at work but found what I think the issue seems to be before I left. I’ll verify tomorrow but I believe it’s tied to the email. This particular user has an old employee’s email tied to it on the admin portal. This person took over for that previous employee and I think our vendor mistakenly built the account with the old employee’s email and not the current. So when this user logs in with their email into RC, they don’t have a true user account which explains not having phone functions attached. Again, just a theory but seems very likely the cause. I tried to change the email under the user portion before I left but received an error saying that email was already in use. So more investigating tomorrow. 
 

In a sense, you are correct! Since the account the user is currently logged in as is a free account with no phone/license attached haha 

Issue is fixed. User logged into their proper email (not on the user account) when they launched the desktop app for the first time. This created a free account tied to the proper email. When I tried to change the user email on the admin portal, it would not accept the proper email since it was being used for the free account. Deleting the free RC account allowed me to assign the user account the proper email and the user is now up and running.