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error adding licensed user

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David S.
David S.
edited 12/09/19 in Archived 2016 Posts

We are getting an error message when trying to add a licensed user. Says that email is already associated with another account. He is a new university employee with a new email. He never used Smartsheets before. Tried adding him from my sysadmin account and my manager, the owner of the account gets the same message. We have enough open licenses.

Any thoughts?

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  • J. Craig Williams
    J. Craig Williams ✭✭✭✭✭✭
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    Check the user access report for his email.

     

    A single email address can only be associated with a single Smartsheet account.

    It sounds like something got confused.

    If you can't find it, email support@smartsheet.com

    They can.

     

    Craig

  • Travis
    Travis Employee
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    Hi David,

     

    I looked into the ticket you have open with the Support team and it sounds like the user in question created an account and was auto-provisioned into another account. A SysAdmin for that account will need to remove them (under User Management) before you can add them to your account. 

This discussion has been closed.