"Email/username is already in use" error - what do I do?

Created by Daria Nasedkina, Modified on Mon, 11 Nov at 5:11 PM by Daria Nasedkina

If you can't create a new user because the system flags the email or username as the one that is already in use, it means that this email or username is already in use within the Atlas system. This doesn’t necessarily mean it’s associated with your company, but rather that the email or username is linked to another product or company within Atlas.

If the issue is with an email, there are few options:

Confirm email usage and request to free it up: Please ask the user to confirm if they’ve used this email with any other company or product in the Atlas system (iHasco, uCheck, Smas, etc.) If they have, they will need to contact that company and request to free up their email by:
- Deleting their profile from the company’s account, or
- Changing the email address to a username in their account.
Use a username for login instead of an email: Alternatively, to cut down on the time spent communicating with the user and the other company, you can set up the user with a username login, instead of the email address.
For more details on how to set up a username based log in refer to this guide: How to add an individual user.
Request a different email address: If the user has access to another email address, they can provide it as an alternative.

If the issue is with a username, try adding numbers at the end of the username. For example, instead of Alex.Smith, try Alex.Smith2.