Pass - "The user already exists" message

If you try to add a new user and receive the message "The user already exists," that user may already be in our members' database.

To troubleshoot: 

• First, search in Main Users to see if the user is already active.

• If the user does not exist in your active users, check archived users (Users>Archived Users).

  • Here, you can unarchive them by clicking the “Unarchive” button or checking the square on the far left and click “Unarchive User.” 

Note: If the user does not appear in active or archived users and you are still receiving the error, please create a support ticket at Securly Support.