This article walks you through resolving the "Login ID already exists" message that appears when you create or update a user.

Deactivated users stay in the system and keep their Login ID. Creating or updating a user can fail with "Login ID already exists." This happens when the Login ID (often an email address) is held by a deactivated account, for example a former employee's account or an earlier account for the same person at a different user level. Deactivated accounts still reserve their Login ID.

If you try to add a new user and see the message "Login ID already exists," the Login ID is already in use in the system.

There are three possible reasons:

1. The user is active at a different level than the one you are adding them to. If they can stay at their current level, modify their permissions instead of creating a new account. If they need to be set up at the new level, the account at the current level may need to be deleted first.

ℹ️ ⚠ Warning: Before deleting a user, carefully review any records associated with that account. Users may have tasks, leads, workflow assignments, approvals, communications, or other records assigned to them. Removing the user without first reassigning these items may affect business processes, reporting, historical records, or automated workflows. Review all dependencies and reassign ownership as needed before deleting the account. If you are uncertain what records may be associated with a user, consult your FranConnect Customer Success Representative before proceeding with deletion.

1. The user was previously deactivated. You can reactivate the original account or, if you want the original account to stay deactivated and need a new one, change the original account's Login ID and then create the new account. The steps in "Change the Login ID of the Original Account and Create the New Account" cover the second option.

ℹ️ Note: The original account's workflows, tasks, and other records do not transfer to the new account. If you need them reinstated, reactivate the original account instead. If you need to combine information between the two profiles, contact your FranConnect Customer Success Representative.

1. The same Login ID is being used for more than one profile in error. Double-check that the Login ID is not already in use by a different user. To find where another user may be, go to Admin > Users > Export, export all accounts, and search (ctrl F) the Excel file for the Login ID you are trying to use.

Change the Login ID of the Original Account and Create the New Account

Before you begin, confirm where the Login ID is already in use. Go to Admin > Users > Export, export all accounts, and search the Excel file for the Login ID.

1. Go to the user level where the account was deactivated

In this example: Admin > Users > Regional Users

1. Click Deactivated Users

1. Search for the user
2. Click the gear action icon
3. Select Activate

1. Click OK in the confirmation message
2. Click Active Users

1. Find the reactivated user
2. Click the gear action icon
3. Select Modify

1. Edit the Login ID

Add a number or extra letters to the end of the Login ID so it differs from the Login ID you will use for the new account.

1. Click Save

1. Deactivate the original account again

Do this before you create the new account.

1. Click Add Regional User

1. Enter the login details to match the original account

If your organization uses SSO, make sure the details match the original account exactly so the user can still sign in.

ℹ️ Note: You cannot copy a user's credentials. Make sure all of the information matches the original account's format.