Why can't I see somebody's tree?

Hi All,

I tried to view the tree of somebody who has just joined Geni and who has accepted my request to collaborate, but can't view the tree to help her remove profiles, and I don't understand why this is happening....any advice gratefully accepted, guys. Also, she's not a Pro user and is already considering taking everything out of Geni, which would be a shame. Cheers, Lynne.