When creating a new user in the Aircall Dashboard, you might see an error stating "The e-mail entered is already being used by another user". This article explains why this happens and how to resolve it so you can successfully create the user.

Symptom

When attempting to create a user in the Aircall Dashboard, the following error message appears:

The e-mail entered is already being used by another user

This can occur whether you are adding a user to an existing company account or setting up users after a trial or new account was created.

Cause

This error appears when the email address you entered is already associated with an existing Aircall user account.

This can happen in several situations:

  • Your company already has a user with that email address in your current Aircall account.
  • Another company using Aircall has a user with that same email address.
  • An initial trial account was created for your company and a user with that email was added there, then a separate account was created later using the same email.
  • A user may have signed up themselves by mistake, instead of waiting for an admin to add them to the correct company account.

In all cases, Aircall prevents the same email from being used for two separate user accounts.

How to resolve the error

To proceed with creating the user, one of the following actions must be taken:

Option 1: Use a different email address

If it is acceptable for this user to have another email:

Steps:

  1. Choose an alternate email address for the user.
  2. Go back to the user creation form in the Aircall Dashboard.
  3. Enter the new email address.
  4. Complete the user creation flow.

Option 2: Delete the existing user account using that email

If the existing account using that email is no longer needed:

Steps

  1. Identify the user account that is currently using the email address.
  2. In the Aircall Dashboard, navigate to that user.
  3. Delete the user account that should no longer be active.
  4. Return to User creation and add the new user with the intended email address.
Important: Only delete an account if you are sure it is not used anymore and that any needed data (for example call history or assignments) has been reviewed.

Option 3: Change the email on the existing user account

If the existing user needs to keep their Aircall account but can use a different email:

Steps

  1. Identify the user account currently using the email address.
  2. Edit that user in the Aircall Dashboard.
  3. Change their Email field to a different, valid email.
  4. Save the changes and complete any email confirmation process required.
  5. Go back to User creation and create the new user with the original email address.
Note: If you experience any issues deleting or updating the existing account, please contact Aircall Customer Support for assistance.