User creation or update error: "Email has already been taken"

Symptom

When creating or editing a user, an error under the email field appears, "Email has already been taken".

Applies To

• Admins

• User creation

• User editing
• Prospects

Resolution

To resolve the issue, search for the email address within the Users section of Outreach. If you're unable to locate the user by searching for the email address, try removing all other filters from the search and adding the User status filter set to the locked option, as shown in the example below. To operate within best practices, we recommend unlocking this user seat and setting up the new user under the account that already exists. To unlock, click the three horizontal dots on the far right-hand side of the user list. 

If you don't want to reuse the locked user seat, the other resolution would be to edit the user's login email address, which will free it up for use on a new user.

If you do not find this email address on any user seat, either locked or unlocked, search for that mailbox in your Prospects tab. Email addresses cannot exist on prospects and users simultaneously, so you will need to remove the prospect or delete their email address before you can use this mailbox for a user.

Cause

This error is indicating that the email address attempting to be saved to a user profile is already attached to another Outreach user OR an existing prospect record.

Additional Resources

Outreach Seat Management Process