User with username <email> already exists.

  • KM03696464
  • 04-Sep-2020
  • 04-Sep-2020

This document has not been formally reviewed for accuracy and is provided "as is" for your convenience.


This is a single sign-on, authorization error which stops user login and agent installation requires assistance by Support. It implies a server-side change may be needed. Please raise a support case to remediate.


"User with username <email_address>. already exists. How do you want to continue?" 



  • The users email already exists in our Service Provider database (e.g. from a prior install/logn), or
  • Another user with the same email address exists in the same CMX instance – but within a different group or customer.



Create a support case for remediation.

In it, for each user with that error please specify

  • the CMX instance (either US or UK)
  • the email address (from the error message) and
  • the error message text.