Why does it say 'Sorry, this user already exists' when I create an account?

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When creating a new account for a client the error 'Sorry, this user already exists' will appear if the client already has an account in the system with the same email address. This warning has been added to ensure no duplicate accounts exist in your dashboard, as having duplicates can cause confusion and problems. To check if a client already exists in your dashboard, try searching for their name or email address using 'Global Search'.

Another reason you might get the error 'Sorry, this user already exists' is if a client with the same email address has been deleted but is still on the system within the deleted list of members.

To avoid this scenario you can either;

  • 'Restore' the deleted client and update their profile (instead of setting up a new profile for them)
    • You can restore their profile by going to the 'Manage' tab and then 'Client' tab of the dashboard
    • Then click the 'Actions' dropdown on the right-hand side 
    • Select 'Show Deleted' 
    • If the client appears on the list, click 'Restore' to the right of their name
    • The client has now been restored, you can edit the profile as you see fit 

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  • Or, edit the email address of the client in the deleted list so you can add a new member with that email address
    • To do this you will first need to restore the deleted profile by going to the 'Manage' tab and then 'Client' tab of the dashboard
    • Then click the 'Actions' dropdown on the right-hand side
    • Select 'Show Deleted' 
    • If the client appears on the list, click 'Restore' to the right of their name
    • Edit the email address in the 'Details' tab of their profile 
    • Once you have finished editing, click delete. This will allow you to then add a new member using the email address they wanted to use

If you have tried the above and are still receiving this message reach out to us at support@glofox.com, and we will be happy to assist you further. 

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