Issue symptoms
When I try to add a new support address or a user as staff, I get the error This email address is already used by [user]. What does this mean?
Resolution steps
This error message means that a user with this email address already exists in your account. Run a search to confirm it. You can't use an email address as a support address and as an identity for an agent or end user at the same time. To use the email address as a support address, detach it from the user it is currently associated with.
Steps to resolve
- Log into your account and navigate to the dashboard.
- Click the magnifying glass icon in the upper right corner and search for the email address in question.
- On the search results page, select Users.
- Select the user or email, which will bring you to the profile page for that user.
- Choose one of the following actions:
- Change the email address associated with the user to another address within the user's profile. If this is a legitimate user, ensure to use a valid email address at which they can receive an email.
- Delete the user. If the user exists for testing purposes or is not a legitimate end user or agent, remove the profile. This will make the email address available again as a support address.
- If you're trying to add a user as staff, change the user from End user to Staff member under User type. Once you have updated or removed the user, you can use the email address as a support address.
For a demonstration of how to resolve this error, see the video below:
For a high-level look at setting up email in your account, see this article: How do I start using email in Zendesk?
7 comments
Nathan Cassella
I'm running into this issue (after the external address verified their account)
I have deleted the user and completely purged them from Zendesk but I am still getting this error.
What can I do to fix this?
1
Russell Chee
Thanks for reaching out to us in Zendesk Support, I hope you're well. Just as a heads up, I'll be creating a ticket for us to work on around this issue so we can get to the bottom of what's going on. Keep your eyes on your email, support is on the way!
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Zahra
1
Benny Samuel
I am trying to add a colleague with a company email address and am also getting the "Email is already in use" error. No one by her name or email address appears in our Zendesk system, so not sure why its saying this.
0
Dane
Zahra and Benny Samuel,
Due to the nature of your concern, please contact support directly so that we can check the emails you are trying to register. Please don't provide any personal information, like emails, on our Community. Thank you.
0
Antonio Maninha
Hello,
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I have the same problem, the issue is exactly the same with the exception that I do not have such user...
I am unable to delete a user that I don't have...
0
Audrey Ann Cipriano
Hi Antonio Maninha I see you have raised a ticket with this concern and our team was able to assist you in solving this out :) Thank you for reaching out!
0