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Adding someone who already has a Site App Pro account elsewhere

What to do when adding a team member returns an "email already exists" error, including the email alias trick for roles that don't support multiple accounts.

For: Admins

If you try to add someone to your Site App Pro account and see a message saying their email already exists, it means that email is already linked to another Site App Pro account — usually because they also work with a different company, or hold a role elsewhere. Here's how to resolve it, depending on what you need them to be able to do on your account.

If they can use a role that supports multiple accounts

Three access levels let someone use the same email address across more than one Site App Pro account: Admin, Contractor, and Internal Verifier. If one of these fits what they need to do on your account, this is the simplest fix.

  1. Go to Teams & Users in the left menu.

  2. Click Add.

  3. Enter their details, using the same email address they use on their other account.

  4. Set the Access Level to Admin, Contractor, or Internal Verifier.

  5. Click Save.

Note: See Understanding access levels for what each of these roles can and can't do.

If they need a role that doesn't support multiple accounts

Field Worker, Manager, and Tablet Manager don't allow the same email to be used across accounts. If that's the role they need on your account, add them using an email alias instead of their usual address:

  1. Go to Teams & Users in the left menu.

  2. Click Add.

  3. Enter their name, then add their usual email address with a + and your company name inserted before the @ — for example, [email protected].

  4. Set the Access Level to whichever role they actually need on your account.

  5. Click Save.

Emails, notifications, and login prompts still arrive in their normal inbox — most email providers ignore anything after a + when delivering mail. They'll use the alias address (the one with the +) to log in to your account specifically.

If neither option works

If you've tried adding them with a multi-account role and it's still blocked, their email may be tied to an old or inactive Site App Pro account rather than an active one. This needs a member of our support team to free it up on their end — it isn't something you can fix from the Admin Console.

Contact [email protected] with the email address you're trying to add, and we'll check whether it's linked to an inactive account.

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