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Adding new user to Tenant fails with error


Article ID: 172025


Updated On:


CASB Security Standard CASB Security Premium CASB Security Advanced CASB Audit CASB Gateway CASB Gateway Advanced


Opened the CloudSOC Tenant > Users (upper right corner) > +New > User: Entered User Name, Email and other required fields and then clicked Save; found the process failed with error popup.

"User is already active in ' sample tenant name' account".


The same email cannot be active in two separate tenants becasue it would cause conflicts with securlet monitoring and activation (among other potential problems).



There are three options to fix the error.

  1. Deactivate the user in the tenant name that is mentioned in the error.
  2. Delete the user in the tenant name that is mentioned in the error.
    1. Beware of implications of deleting the user
  3. Use another email within the primary or secondary domain of the tenant for the user that is being added.