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vc_row-fluid"><div class="wpb_column vc_column_container vc_col-sm-12"><div class="vc_column-inner"><div class="wpb_wrapper"><div class="vc_row wpb_row vc_inner vc_row-fluid"><div class="cms-content-region cms-markdown-content wpb_column vc_column_container vc_col-sm-12"><div class="vc_column-inner"><div class="wpb_wrapper"> <div class="wpb_text_column wpb_content_element"> <div class="wpb_wrapper"> <h1 id="unable-to-add-new-user-email-already-taken" class="with-sub-header">Unable to add new user: “Email Already Taken”</h1> <h5 id="applies-to-cloud-help-desk" class="with-sub-header">Applies to: Cloud Help Desk</h5> <p>Inviting (adding) new users to your Help Desk is easy to do from the <strong>Settings → Employee Administration</strong> page, but you may see an error when trying to add a new admin/tech user if their email address is active on another Cloud Help Desk.</p> <ul class="columns"> <li><a href="#symptoms">Symptoms</a></li> <li><a href="#check-the-user-list-ensure-address-has-not-been-invited">Check the user list to ensure address has not been invited</a></li> <li><a href="#delete-the-user-from-their-current-account">Delete the user from their Cloud Help Desk</a></li> <li><a href="#add-the-user-to-your-help-desk">Add the user to your Help Desk</a></li> </ul> <h2 id="symptoms">Symptoms</h2> <p>You are trying to add a new admin within the Cloud Help Desk but you get an <code>Email Already Taken</code> error.</p> <h2 id="check-the-user-list-to-ensure-address-has-not-been-invited">Check the user list to ensure address has not been invited</h2> <p>First, make sure you haven’t previously added the same user as an admin/tech. Check the list of admin users in for their<br> email address in the <strong>Settings → Employee Administration</strong> list. If you find the email address in the list there’s no need to add them admin again. Instead, have the invited individual check their email for the registration email.</p> <h2 id="delete-the-user-from-their-current-cloud-help-desk">Delete the user from their current Cloud Help Desk</h2> <p>If the invitee’s (the individual you’re trying to add to your Help Desk) email address doesn’t show up under <strong>Settings → Employee Administration</strong>, they may already have a user account with another Cloud Help Desk.</p> <p>In this case, you’ll need to have the individual remove themselves from the Help Desk to which they already belong.</p> <p>Here’s how:</p> <ul> <li>Have the invitee log into their existing Help Desk. (They can <a href="https://accounts.spiceworks.com/users/reset_password_request" title="Opens a new window" target="_blank">reset their password<span class="external-link-icon">Opens a new window <em class="fas fa-external-link-alt" aria-hidden="true"></em></span></a> first, if need be.)</li> <li>They can view the list of admins on their account at <strong>Settings → Employee Administration</strong>.</li> </ul> <p>If the individual is the only admin for their Help Desk:</p> <ul> <li>Have them invite a different email address to the Help Desk.</li> <li>Finish the registration process for that new email and login to the Cloud Help Desk with the new email.</li> <li>Have them delete the user that needs to be added to your Help Desk.</li> </ul> <p>If the individual is not the only admin for their Help Desk:</p> <ul> <li>Contact another admin on that account and ask them to delete the user that needs to be added to your Help Desk.</li> </ul> <h2 id="add-the-user-to-your-help-desk">Add the user to your Help Desk</h2> <p>Once the invitee’s email address has been removed from the other Help Desk, you can invite them to your Help Desk.</p> <p>You should no longer see the <code>Email Already Taken</code> message.</p> <p>At this point, the invitee should be able to work through the registration process in the invite email.</p> <p>Have the user click the <code>Already have an account?</code> link on the login page and use their existing credentials. They can<br> reset their password <a href="https://accounts.spiceworks.com/users/reset_password_request" title="Opens a new window" target="_blank">here<span class="external-link-icon">Opens a new window <em class="fas fa-external-link-alt" aria-hidden="true"></em></span></a> if necessary.</p> <h2 id="more-information">More Information</h2> <p>Optionally, you could use an email alias for the invitee. This allows one user to be an admin or tech on multiple Cloud<br> Help Desks because the email alias is treated like a unique/distinct email address.</p> <p>Otherwise, if you’re still receiving the <code>Email Already Taken</code> message after these steps, send an email<br> to <a href="mailto:help-desk-cloud-support@spiceworks.com" title="Opens a new window" target="_blank">help-desk-cloud-support@spiceworks.com</a>.</p> <ul class="columns"> <li><a href="https://www.spiceworks.com/support/help-desk-cloud-edition/docs">Spiceworks Cloud Help Desk</a></li> </ul> </div> </div> </div></div></div></div></div></div></div></div> </div></body></html> <script> jQuery(window).on('load', function() { jQuery('.menu-cloud-help-desk-menu-container').each(function(){ jQuery(".select span").text($(".menu-cloud-help-desk-menu-container li.current-menu-item a").text().replace('','')); }); jQuery('.menu-cloud-help-desk-menu-container, .vc_toggle .vc_toggle_title').attr('tabindex','0'); 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