User creation or update error: "Email already taken"

Symptom

When creating or editing a user, an error appears, "Email already taken".

Applies To

• Admins

• User creation

• User editing
• Prospects

Resolution

To resolve the issue, first search for the email address within the Users section of Outreach:

1. Open the Administration menu on the left navigation menu.
2. Under Users & Permissions, click Users.
3. Filter the search by the email you are looking to change. Note: Remove any filters to see all users.

To operate within best practices, we recommend unlocking the locked user seat using the email 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.

Note: 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