I need to add a user that already has an individual account to be part of our enterprise account. When I try to add that person as a user, it gives an error indicating that they already have an existing account and can’t be added and when I try to save the changes, it says I don’t have permission to add users. I am the owner/admin of our account can add and remove other users that don’t have existing accounts.
👋 Hi
The error you're seeing typically appears when trying to invite a user who already has a personal Box account associated with that email address. We have a related discussion that covers this issue:
After receiving the initial error message “1 user failed to be added,” you can ignore it and click the Save button again. Saving a second time will initiate the invitation process. For more details, you can refer to this support article:
"1 user failed to be added” Message When Adding Managed User
I can confirm that you are the admin of the account. Regarding the other issue about permissions, could you please share a screenshot of the exact error? Also, can you confirm that you were logged in using your primary admin account when you attempted to add the new user?
Thank you, and I look forward to hearing from you 😊
Yes, I am logged in to the primary admin account profile.
I tried to follow your suggestion to ignore the message and hit save again. I have included the screenshot of the error. That disappears, but the add users window just shows the animated save button showing that it is in process, but it sticks on that and never completes. Canceling indicates that the changes won’t be saved. i included a screenshot of that also.
Hi
If it’s just loading for some reason, we’ll need to check the network, browser, or other factors that may be causing the issue. If you haven’t already done so on your end, can you please try the following:
- Log out and log back into Box, then try adding the user again.
- Clear the browser's cache.
- Try using an Incognito window, a different browser, or a different device.
- Ensure your web browser is up-to-date (Internet Explorer, Safari, Firefox, or Chrome).
- Verify that you’re using one of our recommended operating systems.
- Disable all plugins, add-ons, or extensions within the browser.
Typically, web issues can be resolved by trying these troubleshooting guides. However, if the issue persists, we will escalate it to our Product Support team for further assistance.
Thank you for your patience and cooperation as we resolve this matter. 😊
I tried this again in a different browser in incognito mode with the same result. I also tried on a completely different computer connected to a different internet connection and also got the same result.
I'm sorry to hear that the issue is still ongoing. To ensure we can continue assisting you with adding the managed user, I’ve submitted a support ticket on your behalf. You should receive an email shortly with your case number.
Please keep an eye out for a follow-up message from our Product Support team, who will guide you further in resolving this concern. In the meantime, feel free to reply directly to the ticket with the email address of the affected user to help expedite the process.
Again, thank you so much for your patience. I look forward to seeing this resolved for you soon. 😊
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