Introductory Knowledge Landing Page
Problem
Error "Could not create user" when attempting to add a user in User Management.
Solution
A user may fail to be added if they have previously registered. This is quite common.
This error indicates that the user you are attempting to register already exists in the Bentley Identity Management Service (IMS) and is already affiliated with a different Bentley account.
To add the user, he/she has to be removed from their current Bentley account first, because each user can only be affiliated with one Bentley account.
The user themselves must contact their current account administrator and request to be removed from their Bentley account.
- If the user is not federated, then the user's account administrator has to delete the user from their account's User Management. The steps for the user's admin are described in this KB article: Managing Users
- If the user is federated, then the user needs to contact their internal IT, as he/she needs to be removed from their internal Active Directory; the updated changes will synchronise automatically with the IMS.
As any affiliated user, they can find the list of their account administrators on their Bentley profile page at https://usermanagement.bentley.com/profile, or by taking the steps described here.
NOTES:
- The above step needs to be initiated and taken by the user and their respective account admin/IT.
- If the user's account admin receives an error when attempting to remove the user, they need to ensure the user is not designated as a Fulfilment Contact first, then remove the user. For more information, see this article.
Once the user is removed from their old account, you will be able to add the user, since he/she will be unaffiliated.
When adding the user, you will receive an error message informing you that the user already exists (because the user is still registered in the IMS). To finish adding the user, click the "Add to account" option available just below that message. For more details, please review the following KB article: "This user already exists. Click 'Add to account' to add to your account." message when adding a user
Supplementary Steps
- Unlock the added user. Removing the user from their original account automatically locked them for security reasons. For more information and steps, see: Unlocking a User Account.
- Make sure the user's Entitlement Country is configured correctly - it needs to match the entitlement country in which you own entitlements. For more details, see: Changing user(s) Entitlement Country
- Assign the user roles, if required. For example: "Download" - to permit access to download software, "Co-Administrator" or "Account Admin", etc. For more details, see: Managing Roles and Available Roles.
- The user needs to obtain the correct entitlements from your account. To do this, the user needs to refresh the policy on their local machine from the Tools menu in the Bentley Licensing Tool. For more information and steps, see: Refresh Policy
NOTE:
In rare situations, there may not currently be any Administrators on the account to which the user is affiliated. In such a case, please Contact us or open a Service Request on the Support Portal for assistance.
See Also
How do I find my Administrator?