Problem
Error "User with that email already exists" while registering the user in User Management.
Solution
A user may fail to be added if they have previously registered. This is quite common.
If the user you are attempting to register is already affiliated, the user themselves must contact their current administrator and request to be removed from their affiliated account, and the current Administrator has to delete the user from their account's User Management. Affiliated users have access to their administrator list via their profile page.
NOTE:
The above steps need to be actioned by the user due to the data protection/GDPR law.
If you receive an error when attempting to remove the user, make sure 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 the old account, you will be able to add the user.
When adding the user, you may receive an error message "This user already exists. Click 'Add to account' to add to your account.". For resolution, please follow the steps in this article.
Supplementary Steps
- Unlock the added user. Removing the user from their original account automatically locked the user 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 Bentley Licensing Tool. For more information and steps, see: Refresh Policy
NOTE:
In rare situations, there may not be currently any Administrators on the account, to which the user is affiliated. In such a case, please Contact us or log a Service Request on the Service Request Manager for assistance.
See Also
How do I find my Administrator?