No Role found for signer email

Our client is receiving the error message "No Role found for signer email" when trying to send a package. We are creating a custom ID however the custom ID is guaranteed to be different (one ends in -1 the other in -2). only certain users are seeing this issue and are seeing it for every package they try to create. Our implementation is below.

//create the package with 2 signatures
documentPackage =
    newPackageNamed(ctx.getEnterpriseId() + " - " + ctx.getCompanyId() + " - " +
        taskRs.getTaskCode() + " - " + taskRs.getReport() + " - " + ownerData.getCustomerNumber())
    .withAttributes(DocumentPackageAttributesBuilder.newDocumentPackageAttributes()
        .withAttribute("Enterprise Id", ctx.getEnterpriseId())
        .withAttribute("Company Id", ctx.getCompanyId())
        .withAttribute("Task Key", taskRs.getTaskKey())
        .withAttribute("Report Id", taskRs.getReport()))
    .withSigner(getSignerBuilder(data.getEmailAddress())
        .withCustomId(data.getCustomSignerId())
        .withFirstName(fName.toString())
        .withLastName(lName))
    //second signer
    .withSigner(getSignerBuilder(data.getScndEmailAddress())
        .withCustomId(data.getCustomScndSignerId())
        .withFirstName("Secondary Signer for " + fName.toString())
        .withLastName(lName))
    .withDocument(newDocumentWithName(data.getReportName())
        //following line for localhost testing
        //                                                      .fromFile("c://temp/testFile.pdf")
        //following line for launcher testing and production
        .fromFile(getFilePathOfIvueReports(fileName))
        .enableExtraction()
        .withSignature(getSignatureBuilder(data.getEmailAddress())
            .withPositionAnchor(TextAnchorBuilder.newTextAnchor("$S1")
                .atPosition(TextAnchorPosition.TOPLEFT)
                .withSize(150, 40)
                .withOffset(0, 0)
                .withOccurence(0))
            .withField(FieldBuilder.signatureDate()
                .withPositionAnchor(TextAnchorBuilder.newTextAnchor("$D1")
                    .atPosition(TextAnchorPosition.TOPLEFT)
                    .withSize(75, 40)
                    .withOffset(0, 0)
                    .withOccurence(0))))
        .withSignature(getSignatureBuilder(data.getScndEmailAddress())
            .withPositionAnchor(TextAnchorBuilder.newTextAnchor("$S2")
                .atPosition(TextAnchorPosition.TOPLEFT)
                .withSize(150, 40)
                .withOffset(0, 0)
                .withOccurence(0))
            .withField(FieldBuilder.signatureDate()
                .withPositionAnchor(TextAnchorBuilder.newTextAnchor("$D2")
                    .atPosition(TextAnchorPosition.TOPLEFT)
                    .withSize(75, 40)
                    .withOffset(0, 0)
                    .withOccurence(0)))))
    //expiry date is midnight (00:00am) of date entered, so adding 1 to get to midnight of next day
    .expiresAt(DateUtil.addToDate(DateUtil.getCurrentDayMonthYear(), Calendar.DATE,
            miscOptionsUtilProvider.get().getEsignExpirationDays() + 1))
    .withSettings(DocumentPackageSettingsBuilder.newDocumentPackageSettings()
        .withoutInPerson()
        .withCeremonyLayoutSettings(
            CeremonyLayoutSettingsBuilder.newCeremonyLayoutSettings()
            .withLogoSource(getEsignLiveBlankLogoURL())))
    .build();
packageId = eslClient.createPackage(documentPackage);
eslClient.sendPackage(packageId);