Can't add Enterprise users that already exist (personal and another one from another Enterprise acct)

👋 Hi ​@whayes, welcome to the Box Community! Please refer to the guides below to help address your concern about adding Managed Users.
 

1. For existing user with free personal account:
    

   • Option 1: Invite the user to your enterprise.
     When trying to add a new Managed User in the Admin Console, you may run into the following message after pressing Save: "1 user failed to be added".
      

     After receiving the initial error message "1 user failed to be added", ignore the error message and press the Save button again. Saving a second time will begin the invitation process.

     This will send the user an email invite as well as a message in their Box account that they've been invited to join your Box enterprise account. Once the user accepts the invite they will be rolled into the enterprise.

     • Check out: "1 user failed to be added" Message When Adding Managed User article to learn more.
        

   • Option 2: Change the email address on the individual account.
     Advise the individual user to change the primary email address associated with their personal account to another email that is not currently linked to any Box account.
     
     They should then set their company email as a secondary email and remove it afterward. This will free up the company email address, allowing the enterprise admin to add the user as a Managed User.

     • Instructions for the user:
       Click your initials in the upper right corner > go to Account Settings > click Link Personal Email
        

2. For existing user that’s already associated with another enterprise
    

   • Option 1: Ask the user to contact the admin and request the deletion of their account from the enterprise to release the associated email address.
     
     This option is applicable if the user no longer needs to be associated with that enterprise. Please ensure all necessary files are downloaded before the account is deleted.
      

   • Option 2: The admin can change the user’s email address to another one, then remove the email address with your company domain.
     
     This option is applicable if the user needs to remain part of the enterprise.
     
     Once the email is freed up, you can add the user as a Managed User under your enterprise.

If you encounter any issues with inviting or adding a Managed User, you may submit a ticket to our Product Support team for further assistance.

Have a great day! 😊

Thanks - hate to overload this request with another unrelated request, but now that I have the Enterprise Plus license, I still don’t see a way to submit a ticket. It’s been about 18 hours since we setup the account. This is what I see on the Support page.

Hello ​@whayes, you’re welcome, and thank you for bringing this to our attention.

It’s possible that your account is still syncing with our support channel internally since it’s new. Could you please try accessing the "Submit a Request" page again after 24-48 hours from account creation? You may also try clearing your cache, using a different browser, or accessing the page in incognito/private mode.
 

In the meantime, if you need to submit a ticket for further troubleshooting, you can click here to access the ticket form, or simply comment here, and I’ll be happy to submit a case on your behalf.

We appreciate your patience regarding this matter. 🙌