I am trying to add a user but it says the email is already used in Box but not associated with an enterprise. How do I add them to my group?
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Adding User error: Email is already used in Box
Best answer by Jey Bueno Box
👋 Hi
The error message you're seeing means that the user you're trying to invite already has a personal Box account associated with that email address.
To add this user to your enterprise, please follow the steps below:
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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.
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An email invitation will be sent to the user, along with a notification in their Box account indicating they’ve been invited to join your enterprise account.
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Once the user accepts the invite, they will be rolled into the enterprise.
➡ For more details, you can refer to this support article:
“1 user failed to be added” Message When Adding Managed User
Looking forward to great results! 🤗
Hello Box Support,
I am the admin on the Johnson Capital enterprise account and I am unable to add a teammate as a managed user. I am hoping you can help unblock this from your side.
Account details: Enterprise: Johnson Capital Admin (me): Garret Billhofer, [removed by moderator] User I am trying to add: Morgan Johnson, [removed by moderator] seat capacity is not the issue
What is happening: When I go to Admin Console, Users and Groups, Managed Users, click Add Users, and enter Morgan's name and email, I see a yellow warning icon next to his email reading "Invitation available for freemium account holders." When I click Save, the dialog returns a red error banner: "Cannot add new users. Please try again." The Save button then greys out and nothing further happens. Morgan never receives an invitation email.
Background: Morgan previously created a free Box account using [removed by moderator] just to test the product. He has since cancelled and confirmed deletion of that free account. We do not want him as an external collaborator. We want him provisioned as a managed user under the Johnson Capital enterprise so he can be a full team member going forward.
What I have already tried: Refreshing the page and retrying. Re-entering the name and email manually. Confirming with Morgan that he closed his free account. Confirming we have available seats.
What I am asking for: Please release [removed by moderator] from any deletion cooldown, freemium hold, or pending state on your side, and either provision him directly as a managed user under the Johnson Capital enterprise, or let me know what step I am missing so I can complete this on my end.
Also, please confirm that johnsoncapital.com is properly verified or claimed under our enterprise domain settings, since this is a same-domain provisioning case.
Thank you for the help. Happy to provide any additional account identifiers or screenshots if useful.
👋 Hi
If a user has already signed up for a personal account, it must be active before you can add them to your enterprise. To request reactivation, please advise Morgan to contact our Billing Team at billing@box.com or call 1-877-729-4269. Please be reminded that they will still be asked for a written authorization via email to confirm account ownership.
For future reference, account deletion for deactivated users is not immediate due to retention policies.
Once the account is reactivated, you can try adding the user by following the steps pinned above this thread.
Looking forward to getting this resolved.
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