If you receive a message stating that “the user already exists in the chain” but cannot locate them through a search, follow these steps:
Steps to Resolve
- Navigate to Chain Level. Ensure you’re searching from the chain level in the breadcrumb navigation. Users associated with specific properties may not appear unless you’re viewing from the top level.
- Include Deactivated Users in Search. Deactivated users won’t appear in the default search results. Enable the option to include deactivated users in your search to locate them.
- Check User Status and Reactivate if Necessary. Once found, hover over the information icon next to the user’s name to check their status. If they’re deactivated, click the pen icon to edit their details and reactivate the account.
- Expand All Rows. Use the Expand All Rows feature to view all roles and properties associated with users. This can help identify if the user is assigned to a specific property or role.
- Add User from Chain. If the user exists in the chain, utilize the “Add user from chain” option when adding a new user. This allows you to assign them access to a specific property without creating a duplicate account.
- Contact HQ Administrator. If you’re still unable to locate the user, reach out to your HQ Administrator or someone with user admin rights. They can assist in verifying the user’s account and resolving any access issues.
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