If you have added a coordinator to your account and they also work as a helper, they will have two usernames and passwords.
Occasionally other helpers will message a coordinator at their helper account instead of their coordinator account. The coordinator may receive a forwarded email but not see that message when they sign in as coordinator.
They can login using their helper username and see that message in their helper MESSAGING section, and they can remind helpers to message them as a coordinator instead.
Some coordinators like to edit their own helper name to just initials so it is less likely helpers will message them there.