Keeping user information current is important for successful account management. If you are updating a user's email address and receive an "Invalid email address" message, even after double-checking for typos, you might be unsure why the platform is not accepting the new address. This is usually due to a system rule designed to prevent duplicate accounts.
This guide will help you understand the common cause of this situation and how to quickly complete your user updates.
The Situation: "Invalid Email Address" Error When Updating User Details
When you attempt to change a user's email address in their account settings, the platform responds with an "Invalid email address" message. You've confirmed the email address is correctly formatted and you are manually typing the update. The system does not allow the update to proceed.
The most common reason for this system response is that the new email address you are trying to use is already associated with another account in the system.
- The platform does not allow the same email address to be used more than once within an academy.
- In many cases, the email address is tied to a deactivated account that still exists in the system's database.
Recommended Guidance: Completing the Email Update
When the "Invalid email address" message appears, and you've confirmed your formatting is correct, it's time to check for a pre-existing account:
Check for Duplicates: The platform prevents the use of a new email address if it is already associated with an existing user record, even if that user's account is deactivated.
To verify if the email address is currently in use by a deactivated user, you can search for the email address in the search field within the Manage Team Members > Past Team Members tab.
To find this page, follow the steps below:
In the left navigation, make sure you are in the Academy Workspace.
When in the Academy Workspace, select Academy Admin for all Academy Administration options.
Select Organization and then Manage Team Members.
- If the email address is used by a deactivated user what you need to do is simply reactivate the user to remove the email address and deactivate the user afterwards. Then you may now use that email address to your active user.
If you are unable to locate the email address on any deactivated user record, please contact our Support team for further assistance.
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