What Does the Locked Email Address Error Mean?

What Does the Locked Email Address Error Mean?

When creating a new user in Teamgage, you may see an error message stating that the email address is locked. This means the email address is already associated with an existing Teamgage user profile and cannot be used to create a new account.

What Causes A Locked Email Address Error?

This can happen when:
  1. The email address belongs to a deleted user within your organisation
  2. The email address is already registered in another organisation's Teamgage platform

Here's What It Looks Like







How to Resolve a Locked Email Address

Check if the email belongs to a deleted user in your organisation:
First, check whether the email address is linked to a deleted user:
  1. Log into the Teamgage platform
  2. Select Users from the side navigation
  3. Open the Advanced Filter and under Deleted, select Yes
  4. Search for the user's email address
If the user exists, you can either:
  1. Option 1: Restore the existing user
    1. If the user should still have access to Teamgage, restore the deleted user profile
    2. Learn more: Restore a Deleted User
  2. Option 2: Remove the email address from the deleted user profile
    1. If the user no longer requires access, the email address can be removed from the existing profile so it can be used again

How to Remove an Email Address from a Deleted User Profile

  1. Log into the Teamgage platform
  2. Select Users from the side navigation
  3. Open the Advanced Filter and under Deleted, select Yes
  4. Search for the user's email address
  5. Click Restore next to the user
  6. Select Edit
  7. Update the email address to a placeholder email address (for example, old_user@xx.com)
  8. Click Save
  9. Delete the user again
The original email address will now be available to create a new user profile.

Email Address Locked in Another Organisation

If the email address is not linked to a deleted user within your organisation, it may already be registered in another Teamgage organisation. Please contact support@teamgage.com with:
  1. User's first name
  2. User's last name
  3. Locked email address
Our Support Team will investigate and assist with unlocking the account.