Troubleshooting: I tried to onboard someone to Platform, but it says they already exist. How do I verify?
A site team member attempts to add a user to an Occupier account in Platform but receives an error stating: “ERROR: The combination of account_id and email must be unique.”
Why This Happens (Root Cause)
This occurs when the email address already exists in Platform under a different account or location. Each user’s email must be unique within Platform, so the system blocks duplicate entries. The existing user could belong to another company, be tied to a different Studio location, or have previously been added for purposes such as WiFi Secure access or event participation.
Common Symptoms
• “I tried to add a member in Platform and got an error.”
• “Platform says the combination of account_id and email must be unique.”
• “I can’t add a user in Platform.”
• “I searched for the user but can’t find them, even though the system says they already exist.”
How to Fix It (Action Steps)
Search for the user’s email in Platform using the search bar in the top-right corner. If you locate a profile, open it to confirm where the email is already assigned. Determine whether that existing record should remain active or be moved to the new account.
If the member needs to be added under the new or current Occupier account, first delete the existing user profile. After confirming deletion, re-add the user to the correct account with the same email address.
If you cannot locate the email after searching, but still receive the error, this indicates the user exists under another Studio location. Platform limits visibility to your assigned site, so you may not be able to see users tied to other buildings (e.g., the user might exist at “595 Market” while you’re assigned to “11 West”). In this case, submit a support ticket so the central team can locate and reassign the record.
Quick Summary
• Root Cause: The email address already exists in Platform under a different account or Studio location.
• Fix: Delete the existing user to free the email for use under the new account, or leave it as-is if the existing access remains valid. Submit a support ticket if the user is tied to another site and cannot be located.
• System Behavior: Each email address must be unique within Platform. Duplicate emails trigger an error.
Tags
Platform, Essensys, WiFi Secure, duplicate email, user creation, Occupier account, internet access, account ID, unique constraint, error