Being told nobody matches usually does not mean the person is missing. It means nobody matching was found among the people your account is allowed to see.

The message says so, in the phrase about your authorised scope. That phrase is the whole explanation and it is easy to read past.

A spelling difference is the other common cause, and it is the one you can fix yourself.

Symptom

Avvi reports that no users were found matching the name you used.

Or it offers a short list of near matches and asks whether you meant one of them.

Cause

Your account can see a defined set of people, decided by your IT team. Somebody outside that set is invisible to your search even though they work at your company.

A near-match list means the search worked and found nobody exact. That is a spelling or a nickname problem rather than a permission one.

A full name that people never use is a common cause. Somebody known as Kate may be recorded as Katherine.

Fix

1. If Avvi offered near matches, reply with the number of the right one.
2. If not, try their email address instead of their name. An address is exact and avoids the whole problem.
3. If the address also finds nothing, the person is probably outside what your account can see.
4. Ask Avvi to pass the request to your IT team, saying who you were trying to reach.

Using an email address first is the habit that avoids this entirely.

If something doesn’t look right

If you can see the person in your address book and Avvi cannot, that is the scope difference rather than an error.

If the near matches are all wrong, the name may be recorded differently. Try a surname on its own.

If you are an administrator and expect to see everybody, check you are working on the right client.

FAQ

Q: Does this mean the person does not exist?

A: No. It means nobody matching was found among the people you are allowed to see.

Q: What is the quickest fix?

A: Use their email address rather than their name.

Q: Why can a colleague find them and I cannot?

A: Different accounts are allowed to see different people. That is set by your IT team.