Email in Use

The Issue

When you attempt to add a user, you receive an error stating that the email is in use. This error prevents you from adding the user to your Company's account.

The root cause behind this error is that a GoCanvas Account already exists. This can happen for a few different reasons.

• The user was previously added but has been deactivated by your company.
• The user signed up for their own account at some point.
• Another company is already using the user's email.

The Resolution

There are a few different ways to resolve these issues. Each one is unique, so resolving each one takes a different approach. However, there is one universal way to fix this, and that is to use the email "+" method. What I mean by that is you can add +something just before the "@" symbol in an email address, and it will make the address unique in our system but still allow the user to receive emails to their desired email address.

If the user has been deactivated from your company, you will need to filter your users to show inactive users. You will then be able to locate the account and reactivate it.

If the user created their own account, they can log into gocanvas.com, access their profile, and change the email on file with us to another email or add +old to their current email using the method above.

Step by Step

If you previously had the user under your Company, follow the steps below.

1. Log into gocanvas.com via PC.
2. Go Account and then Users.
3. Change the filter above your list of users to show Inactive.
4. Search for the account.
5. Use the icon under Action to activate the user.

If the user created their own account, please have them complete the following steps.

1. Log into gocanvas.com via PC.
2. Go to their Profile.
3. Click Change Email.
4. Add +old right before the "@" symbol in the email address.
   example: test+old@test.com
5. Click Save.
6. They then need to go to their email and verify the email address.
7. You can then create their account for them.