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controlling character maximun?

just a general troubleshooting question I guess, I'm adding character's in the journal for the pc's, but it doesnt show all my players in the drop down, so I cannot set up a character for one of my players as it doesnt give me the option to put his name down as a controlling character. how to troubleshoot this please?
Your players have to have joined and entered your game at least once before their names become available in the Controlled By: drop-downs.
ok I'll tell them to do it again. thank you