Error: “Email address already registered” – but user not visible

When adding a new user, you might see this message:

“This email address is already registered.”

This happens when the person has already used ToolSense before — for example in another company account or as a guest. Even if they don’t show up in your user list, their email is already in use and can't be registered again.

How to solve it

You have three options:

Option 1: Have the user deleted in the other account

Ask the user if their email/user can be deleted in the other ToolSense account.
After that, you can invite them with the same email address.

Option 2: Use a different email address

Ask the user to provide an unused email address.

Example: a second work email or team inbox.

Option 3: Use an alias of the email

Invite the user with a +alias version of their existing address.

Example:
john.doe@example.com → john.doe+yourcompany@example.com

Emails will still go to the same inbox (if the provider supports aliases).

Still unsure?
Reach out to our Support Team – we’re happy to help.