FAQs: Why can't I add a user to my account?

If you cannot add a new user to an account, please see the following FAQs.

Why does it say 'This email is already in use' when it's not on my account?

If an email address is being used on a different account/subscription, you will receive the error
“This email address is already in use”.

The email address you're attempting to add might already have a Sendible account, or they might have previously signed up for a trial with us, and the account is still active.

Changing the email address using the following format as an example, tester+1@test.com would be the easiest thing to do and should enable you to create an account and let them in.

Why does it say 'This username is already in use'?

It means that someone else using Sendible is using that username, not specifically on your account. You could change the username slightly by adding numbers, for example, "Zeuss125".

Why does it keep reverting to my user details when I try to add additional team members?

This issue is normally caused by having the Last Pass extension (or a similar password manager) installed on your browser.

If you are using one of those password manager extensions, please turn them off, or you could add the new user in an Incognito/Private window so that it does not have an autofill suggestion.

Why is the 'New user' button greyed out?

This means that you have used up all of your available user seats. You need to add a user seat to your plan, or you can upgrade your plan type. Take a quick peek at this article with the steps to add more user seats.

Still an issue?

No worries! We can take it from here.

Please submit a support ticket and be sure to mention you have gone through the typical troubleshooting steps. In addition, providing screenshots and including where you were and the steps you took when the issue happened will help us resolve it more quickly!