Answered

Changing my e-mail address: "User exists in multiple instances"

 Hello, I'm trying to change my login e-mail.  I'm not the administrator, but I have administrative permissions.

I go to System Settings > Users > Click on the 3 vertical dots on the far right across from my name.

 

I choose "Change user e-mail address", input it twice, and get "User exists in multiple instances, cannot change e-mail" on the top.  I can't seem to login using my updated e-mail (adam@xxxxxxx.xx) so I'm not able to delete an account associated with that e-mail.  

Any feedback would be appreciated!

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15 comments
  • Hi Adam:

    I've removed your email address from you post for your privacy.

    I'm going to reach out to you so we can get this sorted out. You'll be getting an additional email from Insightly in your inbox.

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  • I'm having this same problem. I am the account owner and administrator and I am unable to change the email addresses of other users. Can you please tell me how to fix this also? Thank you.

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  • Hi Lisa,

    Thank you for lettings us know!

    I'm going to reach out to you to help get this sorted.  You should be getting an email from Insightly in your inbox.

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  • I have the same problem. I'm not the account owner but have administrative permission and I'm not able to change my email.

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  • We'll reach out to you directly Sofia, look for another email from Insightly.

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  • I am having the same problem as well.

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  • I see you have a paid account Lonnie, I'm going to create a ticket on your behalf so that we can troubleshoot this with you. You'll get an email from Insightly for this.

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  • We too are having this issue with one of our users.  Please let us know how to fix. 

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  • Also when trying to change my user account back to the email address it was originally was set too.  I get it@************olutions.com is already in use.   Even though its not used anywhere else.  

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  • Hey Tony,

    I am going to reach out to you off of the community for privacy purposes. You will receive an email from Insightly shortly.

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  • Hi,

    I'm having the same issue

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  • Hello Emmanuel,

    In Insightly, you can only have one unique email address for a user regardless of if they are active or deactivated.

    If you want to use a previously deleted user's email address in Insightly, you'll need to reactivate that email address. Once you reactivate that email address, please have your new user log in with that account.

     

    To do this, go to System Settings > Users > click Add New User.

    A new invitation email will be sent to that email address. If the user doesn't receive the email, then please go to System Settings > Users > click the three-dot icon next to the email address > select Show Invitation URL. That way, you can copy and paste the link.

    The user will need to log in with the old password tied to the email address. If they don't know the old password, they will need to reset it by clicking the "Forgot your password?" link (listed on the invitation login page).

    Once they reset their password, please have them click the invitation link again and log in.

    If that doesn't work, please let us know, and we'll look into this for you.

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  • I also have been trying to change my the email address on my main account and get the "User exists in multiple instances, cannot change e-mail" notification. How do I find the other "instances" where my email exists?

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  • Hello Vincent,

    Where you able to give my provided steps above your comment to help resolve this? Please know that you can only have one unique email address for a user regardless of if they are active or deactivated.

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  • I'm receiving this "User exists in multiple instances, cannot change e-mail" when I attempt to change the email address of a user account. Please help

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