Can not change system user's email address: "User exists in multiple instances, can not change email."

 Someone has left the company and I am using the same account, but swapping their name and email from chris@ to christine@, but it won't let me, with the error:

User exists in multiple instances, can not change email."

I even tried "forgot password" on that email to see if maybe there was another one registered in the system, but it shows that the email does not exist. I don't know what the problem is here.

 

http://screencast.com/t/m75VyXYXqrk

http://screencast.com/t/rDAkyOoSA

 

-Brian

 

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  • Hi Brian, thanks for those screencasts.

    Chris is associated with 2 different accounts so the email address can not be altered - one account is a standard non google account and the other is a Google Suite account. 

    The other account will need to be cancelled. Do you have access to the old email address?

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  • I am having a similar problem to Chris. My supervisor is transferring their Insightly account to me, but Insightly won't let me change their email address to mine. I keep getting the "User exists in multiple instances, can not change email." 

    -Sami

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  • Hi Sami,

    It looks like my colleague Alex is working to resolve this for you under Incident/ticket #175644. 

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  • I have the same problem.  Please can someone help me resolve this for our company's account (paid).

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  •  Hello Customer,

    I'll create a ticket for us seeing how you are a paid customer. Please keep an eye out for my email today. 

    Thanks for your patience! 

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