User accounts have been used for few years all the sudden cannot be used

We had created few user accounts in "My Oracle Support" to support our PeopleSoft system. These accounts have been used for few years without any problem. However, all the sudden, when users login the support account, there is a message saying that the system cannot find any approved support Identifies in their profile.

So, I use my admin account to login the support system, checked under "User management" function and found these users are active with the correct support identifies.

May I know how can we resolve this issue?