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email address is already in use

Hi.

Does anyone know what to do if I want to add new user of my company  but user email address "is already in use"? I can't find where it is in use! When I try to reset pasword of that email address - account , email does not came from teamviewer. How to delete that email from somwhere and then add it to user that I need?

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Answers

  • SIR
    SIR Posts: 24

    Hi @ervins,

    You can manage your users trough the Teamviewer Management Console https://login.teamviewer.com

    I assume that you already had an Teamviewer  account existing with this email address ? I ran into this issue  when i have deleted one user account from the TV Management console and then i couldn't registrer him again with the same email even the account seems to not exist anymore (at least for the TV Management Console)

    It seems that teamviewer doesn't delete "for real" a teamviewer account that you had in your TV Management console but only remove it from the console. So the account is still exisiting somewhere out there.

    Here's what you can try to do to register the "deleted" account again:

    1) Go to the TV Management Console and go to "User management"

    2) Click on the button (on the top of the page) "Add an existing account"

    3) Follow the instructions.

    if i remember well, you will need to login after with the "removed" TV user account (so you need to know the password). Then you can send a joining request to your company

    Go back in your management console and then you need to accept the request of the "removed" user account. After acknoledgment, you must see the "removed" account back in the console.

  • ervins
    ervins Posts: 2

    Hi.

    Thanks for answer.

    Yes I tried to ADD EXISTING ACCOUNT, but I did not recieve any  emails from TEAMVIEWER on that email wich is ALREADY REGISTRED and there fore I can't reset the password for that account and correctly LOGIN to teamviewer.

    The problem is really stupid! I am administrator of company, but can't administrate simple email address :) .

  • Hi

    I have a user that didnt receive the connection email when initially setup.  They dont appear in the list of users in the management console but when i go to add them i get 'email address is already in use'.  I've looked through the KB and tried to get the user to go to the logon URL and select 'forgotten password' this then asks them to specify the admin email address of the company, they add my address but then it errors 

    Sorry, an error occurred while processing your request.

    mWnq2P3eufc-3-1-29-jAc

  • SIR
    SIR Posts: 24

    Hello @DarrenWyatt ,

    If i understand correctly the situation:

    • You have an administrator account in Teamviewer Management Console (TMC)
    • You have connected to the TMC within this administrator account
    • You have added an user with using the [+ Add user] button and filled up the fields
    • After creating the user, the user didn't appear in "User Management" section
    • You thought that an issue occured so you did the creation process again using the same email address previsouly used but then a message "email address is already in use" showed up.
    • You have then tried to reset the password of the account using the login screen by clicking "forgotten password"
    • During the forgotten password wizard, you had to fill the administrator's email address registered in TMC, but at the end an error occured

    Here's what i can suggest you to do:

    1. Try to connect with the user's email address and password you have setted up at the creation wizard and see if you can login.
    2. If you can't login, click on "Forgotten password" and in the wizard, fill the email field with the user's email address to get the reinitialization link.
    3. In the user's mailbox client, click on the renitialization link to open the reinitialization webpage.
    4. Change the password and confirm it in the webpage's fields
    5. Try to reconnect again with the new credentials

    To make the user account joining your company:

    1. In the TMC, click on the button [+Add existing account] and copy the link. Send it to the user that must join.
    2. Tell your user to go on that link and then processed to the login with his account you just have created.
    3. After login, a pop-up  will show up telling to enter the email of an administrator of the company. Give the email address of a user that have the role "Company Administrator"
    4. On your side, in the TMC, click on the notification symbol and accept the join request.
  • SIR
    SIR Posts: 24

    Hello @DarrenWyatt 

    Here's what i have understood from your situation:

    • You have an administrator account in the Teamviewer Management Console (TMC)
    • You logged in the TMC using your administrator account
    • You wanted to create a new user account by clicking the [+ Add user] button for someone who need to access as well the TMC
    • You filled up all the fields but after finishing the user didn't appear in the "User management" section
    • You tried to recreat the account with the same infos but then you got a message that the email address was already in use.
    • Your then go to the login page of the TMC and clicked on "Forgotten password" link
    • In the Forgotten password wizard, your are prompted to give the email address of one of the administrators of the TMC.
    • You filled up with your address but you then got an error message.

    Here's my 1st suggestion: Changing again the user's password 

    1. Try to login with the email and password of the user account you just have created. See if you can connect.
    2. If you can't connect, click on the "Forgotten password" link and fill the email address field with the user's email address and not with one of the administrator email addresses.
    3. Go to the user's mailbox and click on the web link you received from Teamviewer to reset the user's account password.
    4. Write a new password and confirm it in the openend webpage
    5. Retry to login again with the new credentials.

    Here's my 2nd suggestion: Joining to your company a user account who is already registered on Teamviewer:

    1. On the TMC, click on [+ Add existing account] button in "User management"
    2. Copy the link and send it to your user
    3. Ask the user to copy/paste the link in his browser and login with the account credentials you created for him
    4. If login fails, do the suggestion 1.
    5. If the login succeded, a pop-up will show up  and ask the user to join a company.
    6. Give the email address of an Company Administrator account (typically the email address of the first administrator account created of your Teamviewer's Company).
    7. Within the TMC, logged with your administrator account, validate the joining request present in the notifications (next to the profile management menu).

    If none of the following suggestions works, try these steps:

    • Clear your browser cache and cookies
    • Check if your antimalware program isn't interfering with the Teamviewer's website (try to whitelist the domain in your antimalware software)
    • Create a test account with another email address and see if the issue happens again.
    • Open a ticket at Teamviewer's support desk

    Hope those steps can help.

     

  • SIR
    SIR Posts: 24

    Hello  @DarrenWyatt 

    Here's what i have understood from your situation:

    • You have an administrator account in the Teamviewer Management Console (TMC)
    • You logged in the TMC using your administrator account
    • You wanted to create a new user account by clicking the [+ Add user] button for someone who need to access as well the TMC
    • You filled up all the fields but after finishing the user didn't appear in the "User management" section
    • You tried to recreat the account with the same infos but then you got a message that the email address was already in use.
    • Your then go to the login page of the TMC and clicked on "Forgotten password" link
    • In the Forgotten password wizard, your are prompted to give the email address of one of the administrators of the TMC.
    • You filled up with your address but you then got an error message.

    Here's my 1st suggestion: Changing again the user's password 

    1. Try to login with the email and password of the user account you just have created. See if you can connect.
    2. If you can't connect, click on the "Forgotten password" link and fill the email address field with the user's email address and not with one of the administrator email addresses.
    3. Go to the user's mailbox and click on the web link you received from Teamviewer to reset the user's account password.
    4. Write a new password and confirm it in the openend webpage
    5. Retry to login again with the new credentials.

    Here's my 2nd suggestion: Joining to your company a user account who is already registered on Teamviewer:

    1. On the TMC, click on [+ Add existing account] button in "User management"
    2. Copy the link and send it to your user
    3. Ask the user to copy/paste the link in his browser and login with the account credentials you created for him
    4. If login fails, do the suggestion 1.
    5. If the login succeded, a pop-up will show up  and ask the user to join a company.
    6. Give the email address of an Company Administrator account (typically the email address of the first administrator account created of your Teamviewer's Company).
    7. Within the TMC, logged with your administrator account, validate the joining request present in the notifications (next to the profile management menu).

    If none of the following suggestions works, try these steps:

    • Clear your browser cache and cookies
    • Check if your antimalware program isn't interfering with the Teamviewer's website (try to whitelist the domain in your antimalware software)
    • Create a test account with another email address and see if the issue happens again.
    • Open a ticket at Teamviewer's support desk

    Hope this can help

  • SIR
    SIR Posts: 24

    Hello  @DarrenWyatt 

    Here's what i have understood from your situation:

    • You have an administrator account in the Teamviewer Management Console (TMC)
    • You logged in the TMC using your administrator account
    • You wanted to create a new user account by clicking the [+ Add user] button for someone who need to access as well the TMC
    • You filled up all the fields but after finishing the user didn't appear in the "User management" section
    • You tried to recreat the account with the same infos but then you got a message that the email address was already in use.
    • Your then go to the login page of the TMC and clicked on "Forgotten password" link
    • In the Forgotten password wizard, your are prompted to give the email address of one of the administrators of the TMC.
    • You filled up with your address but you then got an error message.

    Here's my 1st suggestion: Changing again the user's password 

    1. Try to login with the email and password of the user account you just have created. See if you can connect.
    2. If you can't connect, click on the "Forgotten password" link and fill the email address field with the user's email address and not with one of the administrator email addresses.
    3. Go to the user's mailbox and click on the web link you received from Teamviewer to reset the user's account password.
    4. Write a new password and confirm it in the openend webpage
    5. Retry to login again with the new credentials.

    Here's my 2nd suggestion: Joining to your company a user account who is already registered on Teamviewer:

    1. On the TMC, click on [+ Add existing account] button in "User management"
    2. Copy the link and send it to your user
    3. Ask the user to copy/paste the link in his browser and login with the account credentials you created for him
    4. If login fails, do the suggestion 1.
    5. If the login succeded, a pop-up will show up  and ask the user to join a company.
    6. Give the email address of an Company Administrator account (typically the email address of the first administrator account created of your Teamviewer's Company).
    7. Within the TMC, logged with your administrator account, validate the joining request present in the notifications (next to the profile management menu).

    If none of the following suggestions works, try these steps:

    • Clear your browser cache and cookies
    • Check if your antimalware program isn't interfering with the Teamviewer's website (try to whitelist the domain in your antimalware software)
    • Create a test account with another email address and see if the issue happens again.
    • Open a ticket at Teamviewer's support desk

    Hope this can help

  • SIR
    SIR Posts: 24

    Hello  @DarrenWyatt 

    So if i understood correctly:

    • You are an administrator of your teamviewer service used in your business
    • You connected within your administrator account in the Teamviewer Management Console (TMC)
    • You created a new user using [+ Add user] button and filled up the fields but none user have been created at the end
    • You tried to recreate the user using the same informations but you got an error message saying that the email address is already in use
    • You have been on the login page and click on the "Forgotten password" link
    • During the forgotten password wizard, you need to give the email address of one of your  teamviewer's service company administrator
    • An error occurs when you finish the forgotten password wizard

    Suggestion 1: Try to reset again user password

    1. Go on the login page and try to authenticate with the user and password you just have created for the user. See if you can login.
    2. If the login fails , click on the "Fogotten password" link and enter the user email address (not the administrator email) to get the reset password web link.
    3. Go on the user's mailbox and click on the link you have received from Teamviewer (can take a few minutes).
    4. Enter and confirm the new password for the account
    5. Try to login again with the new credentials

    Suggestion 2: Register the teamviewer user account within your company

    1. Connect as administrator in the TMC
    2. click on [+Add existing account] and send the shown URL link to the user
    3. Ask the user to open a browser and enter the link you sent
    4. Ask the user to login with the account credentials you have created for him in the TMC
    5. If it fails, do the suggestion 1 steps
    6. If it succeeds, a pop-up will appear then to ask the user if if wants to join a teamviewer company. Give to him a teamviewer administrator company account email address to fill the field.
    7. Connect with your teamviewer administrator account in the TMC
    8. Go in the notifications box (next to the user settings button at the top right of the page) and accept the request of the user who wants to join your company.

    If both suggestions aren't working, try the following:

    • Clear your browser's cache and cookies
    • Look if your antimalware software isn't interfering with the teamviewer's website. Try to whitlelist the teamviewer's domain for any internet analysis features of your antimalware solution (if existing)
    • Try to add another account with another email address and see if the issue is happening.
    • Open a ticket at Teamviewer's support desk

    Hope this can helps. Have a nice day !

  • I have the same issue. I reset the user password. No e-mail arrived so I had to remove the user.

    Adding the same user with the same e-mail adress results in "email adress already in use"

    Please advise.

  • I have the same issue!!


    @ervins wrote:

    Hi.

    Thanks for answer.

    Yes I tried to ADD EXISTING ACCOUNT, but I did not recieve any  emails from TEAMVIEWER on that email wich is ALREADY REGISTRED and there fore I can't reset the password for that account and correctly LOGIN to teamviewer.

    The problem is really stupid! I am administrator of company, but can't administrate simple email address :) .


     

  • Exonix
    Exonix Posts: 4

    is there any update?

    I try to create a user, but is says "email address is already in use". Ok, how can I remove this user\email addrerss if I don't see this user or his email address.

    Thank you in advance!

  • Exonix
    Exonix Posts: 4

    I see no one cares?

  • Exonix
    Exonix Posts: 4

    the greatest support I've ever seen..............

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