Problem
When creating a new user, the system flags the email or username as already in use.
Cause
The email or username is already linked to an account in the Atlas platform — not necessarily within your organisation.
Fix
For administrators
If the email is already in use:
Free up the email
Ask the user whether they've used this email with another company or product in Atlas (iHasco, uCheck, SMAS, etc.). If they have, they'll need to contact that company and ask them to either delete their profile or switch their login from the email to a username. This frees up the email for you to use.Set up a username login instead
To save time chasing the user and the other company, you can skip the email altogether and set the user up with a username login. See How to add an individual user.Use a different email
If the user has another email address, you can use that one instead.
If the username is already taken, try a small variation to make it unique. For example, you could add a number (Alex.Smith2), use a middle initial (Alex.J.Smith), swap the separator (Alex_Smith or AlexSmith), or include a department or location (Alex.Smith.Sales).