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Thanks Barry, the id I was testing came in before I needed to re-save the policy. But I might have re-saved it earlier, not sure.
So I had one more id that wasn't coming. I did so much with the other user trying to get it to work, I wanted to document the exact steps to fix this other user.
Went to her client, ctrl-shift open of her address book (names.nsf). No hidden views were shown. So I refreshed the design of her address book. Ctrl-shift now showed the hidden views. I deleted her $policies. Closed and reopened the client, logged her back in. 5 hours later her id got into the vault.
So turns out I only needed to follow your first suggestion so maybe I did resave the policy and that made the difference.
Thanks again.
Feedback response number WEBB97PSQA created by ~James Zenjumimanlen on 05/14/2013