Resolving Duplicate Email Issue for Disabled Users

Leo Comia Updated by Leo Comia

Purpose

In rare cases, two disabled users in the Prompt system may share the same email address. Since each user must have a unique email to be re-enabled, one profile must be updated before reactivating the other. This guide explains how to correct this and successfully re-enable the intended user.

Procedure

Step 1: Locate the Users

  1. Go to Manage Users.
  2. Use the shared email address to search for the users.
  3. Tick “View Disabled” to include deactivated users in your search results.

Step 2: Identify the User to Remain Disabled

  1. From the results, select the user who will remain disabled.
  2. Click Edit to open the user’s profile.

Step 3: Update the Email Address

  1. In the user’s profile, change the email to make it unique.
    • You can add extra characters or text to differentiate it (for example: user.old@example.com or user_disabled@example.com).
  2. Click Save.
    Adding identifiers like “.old” or “_disabled” makes it easier to recognize archived or inactive user profiles in the future.

Step 4: Re-enable the Correct User

  1. Return to the list of disabled users.
  2. Open the profile of the user you want to re-enable.
  3. Click Enable.
  4. The user’s status will change to Pending.

Step 5: User Reactivation

  • A password reset token will be sent to the user’s email address.
  • The user can then reactivate their account by setting a new password through the reset link.

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