User's email address already exists in another organization

Created: March 25, 2021 | Updated: August 12, 2021

This article discusses the issue of getting a message that the "User's email address already exists in another organization" or "Failed to create user account: Username: already in use", or "Cannot add user: user with this email is already registered in other organisation" when you try to add them from your dashboard.

Starting in Version: 18.0
Up to Version: Current

Solution Details

Getting a message that an e-mail is already in use or that a user already exists in another organization is often the result when trying to add an AltiumLive account for a user who may have been added a long time ago but never activated their account.  It is not possible to see AltiumLive users that have been added but still have an activation status of "Requires Activation" from your dashboard.
The best thing to do is to contact us from here:
so we can search for the e-mail address to determine to which organization the e-mail address belongs. 
If it is a contact that is actually in your organization but has never been activated, we can trigger a new activation e-mail to be sent.
Once activated the AltiumLive user will be able to sign in, have access to your licenses, and will be visible on your dashboard (there may be a delay.)
If the e-mail address is used in an organization other than yours, we will work out a solution to get the contact into your organization.  If the contact needs to maintain their access to another organization's licenses, they may want to use a different e-mail address for one or the other account.

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