Error "Email Address already in use by 'xxx'. Please try again." in Jira Align
Platform Notice: Cloud and Data Center - This article applies equally to both cloud and data center platforms.
Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
This article aims to resolve a problem whereby whenever customers try to create a new user account in JA, they get the following error message:
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Error "Email Address already in use by 'xxx'. Please try again."OR
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Error "Email Address already exists. Please try again."Environment
Jira Align
Diagnosis
Error "Email Address already in use by 'xxx'. Please try again." appears in Settings > People when trying to create/save user data.
Cause
This error is displayed, if the user already exists in the JA, even if the user account is disabled.
Solution
Need to check if user "userabc.xyz@xpto.com" exists in the Deactivated user list
If you’re using the new navigation, select the Settings gear ⚙ in the top navigation bar.
If you’re using the old navigation, select Administration in the left Nav menu.
Go to Settings > People > Apply Filter > Deactivated = Yes
If the user already exists then that is an expected error, the error displayed above will be thrown.
You can slightly modify the deactivated user's email account e.g. "userabc.xyzxxx@xpto.com", save the changes,
Retry creating the New User with the correct email "userabc.xyz@xpto.com".
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