PTC University Inaccessible to New User

I am not sure if this is the best place to post this, but PTC University has no tech support or dedicated forum. I hope someone here can help me out or direct me to a better locale for a solution.

I am a design engineer and I am attempting to set up one of our new hires on PTC University for training with Creo 5. I am currently set up as an eLearning administrator. My new hire has made an account with PTC and we have registered our customer number and service contract number on his account. However, he is unable to access or view courses on PTC University Enterprise, and I cannot add him to my company group to assign courses to him. I previously reached out to our service contractor for help, but to no avail.

Hope somebody here can help!