Email Already in Use or User Company is Incorrect Message in User Management UI
Article
KB0011274

Email Already in Use or User Company is Incorrect Message in User Management UI

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Audience

  • Customer System Admin 
  • Customer Training Admin

Issue

Full Message: Email already in use or user company is incorrect. Enter a unique email or contact support for assistance.

The message occurs when Admin is adding a new Now Learning user in User Management.

Environment

User Management user interface (UI)

 

Cause

Any of the following may be the cause as to why the Admin is unable to add the user:

  • The user is not currently associated with your account. The user is likely associated to a different company account.
  • The user is already associated with your account. The Admin was trying to link a user who is already linked.

 

Resolution

  1. In User Management, search for the user as an associated user with your company.
    1. Navigate to the User list.
    2. Search for the user by name or email.
  2. Do one of the following depending on whether or not the user is on the list:
    NOTE: User on list signifies they are associated with your account.

    User Status and Required Action by Admin
    StatusAction
    User NOT on your list
    (user not associated with your account)

    NOTE: 
    You can assume the user exists in the ServiceNow environment and is associated with a different company.
    1. Log into Now Support and open a case to have the user migrated (moved) from their previous company account to yours.
      • Refer user to Create a Customer Service Case in Now Support.
      • In the Description field of the case, make a statement such as:
        Move (username) from previous company account (supply name of company) and migrate to my company account.
      • As a result of the migration the user will be listed under your company with no roles. You need to add roles for this user. If needed, unlock the user so they are active for your company and can sign in (log in).

        IMPORTANT
        : Do not continue with the next step until after the migration is completed per the case.

    2. Update the user's access roles for Now Learning.

    User on your list
    (user associated with your account)