KB: Cannot add user in Dashboard due to "user with this email is already registered in other organization"

Solution Details

If a Group Administrator is having difficulty adding a user in their company dashboard because they are getting a message that the user's e-mail address is already registered with a different organization, there are a few things that could cause this to happen:

    • This happens most often when an e-mail address is added as a member to an Altium 365 Workspace before being added in the company dashboard.  The best practice is to use the company dashboard to create the Altium User account first.  Otherwise a personal Altium User account will be created by the Workspace without reference information.  

    • It could also happen if the e-mail address was used for a trial license (maybe even for CircuitStudio) some time ago or an AltiumLive account may have been created with sales lead information.

    • Another possibility could be if the Altium User was purposefully registered with a different organization (or branch of the same company at a different location.

    • The user may already have an Altium User account in your organization that was never activated.  Non-activated accounts usually don't show up in the company dashboard.

For the second and additional possibilities, you will need to create a support case so Altium can ensure the Altium User account is being properly moved into your organization as necessary.

For the first situation, a group administrator should be able to resolve this issue on their own.  The Group Administrator needs to first make sure the user's e-mail domain is added in the company dashboard's Users and Groups page (at the top - Company e-mail domain.)  

This is done by clicking the small triangle at the left of the box that has Company e-mail domain. If you don't see the e-mail domain already indicated, click the control for Add e-mail domain, then type your e-mail address and click Verify email. Then go to your e-mail in-box to get the code that is sent to you and enter that code in the box, then click save.  If the user you are trying to add has a different e-mail domain than you, you can use their e-mail address, and coordinate with them to have them let you know the code that gets sent.  You may not be able to register a common e-mail domain such as gmail.com.  Here's documentation that has some screenshots.

You will then be able to add the new user to your organization's user list in your company dashboard because a personal account can be merged into your organization if their e-mail domain is registered with your organization.  The user will then have access to your licensing.

Before the user is merged into your organization, if they go to the Altium Designer License Management page, they may notice, "Request Access To Altium Designer Licenses From An Administrator".  If they click the "Request Access" button to the right, they will get an e-mail, because they are the Group Administrator for their personal organization that was created to allow them to access an Altium 365 Workspace.

    
Alternately, a user with a personal account matching the organization's registered e-mail domain should be able to go to their profile page: 
Altium Live Profile
and request to join the organization, after which the Group Administrator(s) should receive an e-mail requesting access that can be approved.



The user will not be added to the organization/license pool until after a Group Administrator approves the request.  This method will only be available for e-mail addresses that are in the organization's domain as set up in the company dashboard Users and Groups page as indicated above, so outsiders will not have the option to request to join an organization.

This documentation has more detail about this process and on managing users in your company dashboard:
Managing Users

A Group Administrator can submit a support case with us at:
Log a Case, indicating the e-mail address of the AltiumLive user that needs to be added to the organization, so we can determine the current organization to which the Altium User account belongs, request authorization as needed, and move the AltiumLive account (or send an activation e-mail to the user.)

If the user needs to maintain their access to another organization's licenses, the Group Administrator will need to use a different e-mail address for this user. The same email address cannot be registered in two different Altium organizations.