Plan requirement
| Subscription | Any plan |
| Access | Agent |
The address is already on another record. Usually a record you cannot see, and the fix depends on which kind.
Symptoms
- An error when creating a user or adding an address.
- The address does not appear when you search for it.
- It happens when promoting a customer to an agent.
One: it is a secondary address elsewhere
Addresses are unique across every record, primary and secondary alike. Searching finds the person by their primary address, so the conflict is invisible from a normal search.
Search on the address itself rather than the name.
Two: the account is suspended
Suspended users still hold their address and do not appear in ordinary lists. Include suspended users in the search.
Three: it is an end user you want to make an agent
They already exist as a customer. Change the existing record's role rather than creating a new one; that keeps their history intact.
Creating a second record here is the usual cause of duplicates.
Four: it is a support address
An address configured as a channel cannot also be a user. Use a different address for the person.
How to resolve it
- Search on the exact address, including suspended users.
- If it is the same person, update that record rather than creating one.
- If it is genuinely a different person, use another address.
- If it is an old duplicate, merge.
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