Error "An error occurred while inviting [email protected]. Please try again." or "Email is Invalid" when attempting to invite users to your CloudHealth tenant.

Products

• CloudHealth

Issue/Introduction

Why do I receive the following error, "An error occurred while inviting [email protected]. Please try again." or "Email is Invalid" while trying to invite a new user?

Resolution

The most common reason that the email address is already in use with the platform.

Email addresses for users in the platform must be unique, as they are also the username for the user.  When creating a user, if you receive an error message stating that the email address is invalid, this is an indication that the email address is being used elsewhere in the platform.

If you are a partner and attempting to add an email address for one of your customers, verify that you have not previously used this email address and that your customer does not have an existing customer tenant within the platform.  This duplicate email address will need to be deleted if you wish to create a new user account using the same email address.  Please note that deleting a user account will remove all data created by that user from the platform.

If you are unable to locate the duplicate email address in the platform, please submit a support case.

Another common reason a new user cannot be added is that SSO is configured for the tenant, which prevents direct invitations from the platform to be available.  New users must be added via the SSO service provider.

For more information regarding SSO configuration, see:  Invite Users via Single Sign On