Users with two Scopus accounts registered for the same email address

We have an issue when a user has two Scopus accounts registered for the same email address (eg, an older one with a randomly chosen ID and a newer one with the email addr as the ID). When they go to log in, they are sent an email that asks them to choose which account to sign in with. They click one of the links in the email and are taken to an address like https://id.elsevier.com/as/aPYtb/resume/as/authorization.ping, where they need to enter their password. If they had started off accessing Scopus via EZproxy, then after entering password and clicking "Sign in", they are taken to https://www.scopus.com/null, which says "Page Not Found". 

Has anyone else encountered this or have a solution?

By the way, a) we proxy on campus and b) the problem occurs on PCs in our campus IP range, so the issue would not be due to non-recognition of IP address, which it might have been if it only occurred off campus. 

The problem occurs for several users, so I'm presuming it happens for all users in the category described.

If the process is started in one browser and the link in the email is opened in a different browser, the problem still occurs. So it does not seem to be due to session info that was created in the first browser. 

We are using the current Elsevier stanzas from OCLC.

thanks
Bob Pearson
Digital Access Librarian
University of Auckland Library
New Zealand

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