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Question

Cannot add "existing" user

  • June 5, 2025
  • 1 reply
  • 38 views

I’m unable to add users to my enterprise account, where they have signed up for personal accounts using their work emails. Each of these users have already canceled/deleted their existing accounts. It errors out with “email already used in a box account but not associated with an enterprise” -- I have attempted to hit “save” again after the error, per the support article, but it still errors out with “Cannot add new users. Please try again.” 

I do not see an option to revert to an old design either.

1 reply

Rona Box
  • Community Manager
  • June 5, 2025

Hi ​@hsun-seg

Welcome to Box Community and we will be assisting you to successfully add new users! 

 

You mentioned that the personal users have already deleted their Box accounts. I'll submit a case and have someone work closely on your case.Please keep an eye out and we will be in touch. 

 

Thanks for posting!