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I cannot add a new user into the Admin Hub – a user with this email address already exists. What do I do?

If you see a message saying that the email address already exists, it means the user is already registered in the system. This could be because they’ve previously signed up as an individual or are already linked to another institution.

Here’s what to do:

  1. Check the existing user list in the Admin Hub to see if the user is already listed.
  2. If the user appears but needs updates (e.g. role, group, or permissions), you can edit their details instead of creating a new account.
  3. If you don’t have permission to view or edit users, please contact your school’s Access Coordinator for support.
  4. If the user doesn’t appear in your Admin Hub, ask them to complete the GDPR account deletion request form. Once their request is processed and the account is removed, you’ll be able to register them again using the same email address.
 
Still need help? You can raise a support request directly from the Help Centre.