{"id":3995,"date":"2026-06-08T18:05:18","date_gmt":"2026-06-08T15:05:18","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&#038;p=3995"},"modified":"2026-06-08T18:05:18","modified_gmt":"2026-06-08T15:05:18","slug":"when-trying-to-create-an-elements-user-account-in-the-management-portal-admin-receives-error-the-email-address-is-already-in-use-or-user-cannot-have-epp-access-to-this-organization","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/en\/support-articles\/when-trying-to-create-an-elements-user-account-in-the-management-portal-admin-receives-error-the-email-address-is-already-in-use-or-user-cannot-have-epp-access-to-this-organization\/","title":{"rendered":"When trying to create an Elements user account in the management portal, admin receives error &#8220;the email address is already in use&#8221;, or &#8220;User cannot have EPP access to this organization&#8221;"},"content":{"rendered":"<h3>Issue:<\/h3>\n<ol>\n<li><font><font>When trying to create a new Elements administrator user account, the management portal gives the error message informing that email address is already in use even though the account is not listed on the Security Administrators or Endpoint Protection Accounts tabs in the Elements portal&#39;s Management &gt; Organization Settings page. <\/font><\/font><font><font>User has had a Elements administrator user account before but it has been deleted or removed<\/font><\/font><\/li>\n<li><font><font>The user was added to another company account before this. When I try to add the user to a new company account, I receive the error &quot;User cannot have EPP access to this organization&quot;. However, I need to allow this user to access more than one account. How can I achieve this?<\/font><\/font><\/li>\n<\/ol>\n<h3>Resolution:<\/h3>\n<p>You can create a user account using a sub-addressed email format, such as:<br \/>firstname.lastname+tag@domain.com<\/p>\n<p>Anything added after the \u201c+\u201d sign is ignored by most email systems, so the message will still be delivered to firstname.lastname@domain.com. This can be useful for testing or organizing user accounts.<\/p>\n<p>Alternatively, in case you prefer to remove the account completely, you can open a support ticket to have the account completely removed so that you can re-create it.<\/p>\n<p>\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When trying to create a new Elements administrator user account, the management portal gives the error message informing that email address is already in use even though\u00a0the account does\u00a0not exist in the database.<br \/>\nUser has had a Elements administrator user account before but it has been deleted or removed<\/p>\n","protected":false},"template":"","support_article_product":[99],"class_list":["post-3995","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000012369","source_version":2,"source_system":"salesforce","source_date_updated":"2026-06-08 15:05:18","import_hash":"26f7a8f65ceef5b138155e9ce0ee2c217f4a1d73","vanilla_article_id":32291,"vanilla_url":"https:\/\/community.withsecure.com\/en\/kb\/articles\/32291-when-trying-to-create-an-elements-user-account-in-the-management-portal-admin-receives-error-the-email-address-is-already-in-use-or-user-cannot-have-epp-access-to-this-organization","vanilla_kb_id":30,"vanilla_category_id":102,"machine_translated":false,"reactions_helpful_yes":0,"reactions_helpful_no":0},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article\/3995","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/media?parent=3995"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article_product?post=3995"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}