If you're attempting to create a new user and encounter one of the following error messages:
“This email address is already in use”
"A user with your email address has already been registered."
"... has an email that matches another user(s)"
This means the email address you're trying to assign is already associated with an existing user profile in the system.
To maintain security and ensure proper access control, Citation HR Software requires each user to have a unique email address.
Step 1: Check for Existing Users with the Same Email
Before reaching out to our Support team, you can use Citation HR Software's reporting tools to identify whether the email address is already in use.
Use the User List Report
The User List Report has been enhanced to include the User Contact Email field, allowing administrators to easily identify duplicate emails.
To access this report:
- Navigate to Reports > Security (Access Control) > User List Report
- In the generated report, look for the User Contact Email column
- Use the filter function to search for the email address you're trying to assign
If the email appears in the report, it’s already linked to an existing user.
Refer to the latest Citation HR Software Release 2025.03.14 for details.
Step 2: Determine the Appropriate Action
Based on what you find, here’s how to proceed:
The user requires access to multiple accounts
If the individual needs access across different accounts or entities, you can use plus addressing to create unique variations of their email that still deliver to the same inbox.
For example:
- Original email:
bruce.wayne@yourcompany.com - Variations:
bruce.wayne+store1@yourcompany.combruce.wayne+regionB@yourcompany.com
This creates distinct user identities while keeping communication in one place.
Read more about plus addressing
You’re unsure or can’t locate the duplicate
If you're unable to confirm where the email is being used, or something doesn’t look right, our support team can help investigate.
Please include the following when you contact us:
- The full email address you're trying to use
- The name of the organisation or account
- Any other relevant user details
Why Shared Email Addresses Are No Longer Supported
Using a shared inbox like admin@yourcompany.com or hr@yourcompany.com might have worked previously, but this is no longer recommended or supported. Here's why:
- Shared accounts pose security risks, since multiple people may be logging in with the same credentials
- It becomes difficult to track who is responsible for actions taken in the system
- Notification delivery and permission controls may not function as expected
- Newer features like SSO and two-factor authentication require individually owned accounts
For the best experience and proper account security, each user should have their own email address.
Alternatives if “+” Aliases Are Not Supported
If your system blocks the use of + in email addresses, here are some alternatives to consider:
-
Use official aliases managed by your IT team
Many organisations allow alias addresses to be created that forward to your main inbox. For example,payroll@wayneenterprises.com.aucould forward tobruce.wayne@wayneenterprises.com.au. -
Set up individual user email addresses
If you need to register multiple users, assigning named emails (such aslucius.fox@wayneenterprises.com.auorselina.kyle@wayneenterprises.com.au) is the most secure and scalable option. -
Use a personal email address for internal testing only
If you're running tests that don't involve real data, using a personal email like a Gmail account is fine. Just avoid using this method for any live or sensitive information. -
Contact our Support team
If you're unable to proceed or have questions about your options, our team is happy to help.
Need More Help?
If you're unsure which option is best for your setup, or if you're still hitting the "email already in use" error, feel free to get in touch with our Support team. We'll help you find a solution that works for your account and keeps your data safe.