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To be clear, this question is in regards to the User Manager portion of Hivemanager specifically?
Can you confirm for me that this individual has logged in with a User Manager Administrator account and once logged in went to the tab User Manager->Account Templates and from here selected the radial button to the right of the profile that they wish to make the default?
After changing the default template using that radial button, when creating additional accounts the first template which appears by default when opting to print or email the key should be the one specified on that page by the User Manager Administrator.