CAST HIGHLIGHT - User Administration - Unable to add user because of the error "Mail address already used for a different company”

It is found that the portfolio manager of some companies are not able to add an user to a role, because of the error “Mail address already used for a different company” . This issue may also be seen with systems integrator's handling the analysis for multiple sub companies.

Details

1. Check whether the user with the mail ID in question, is attempting to access other portfolios which is  in another Highlight instance using a single login .  This is found to be error prone.
   1. If the same Mail ID is used in any different instance of Highlight. If so with their permission ask their portfolio manger to detach them from that instance. 
   2. Check whether the credentials are still active in any pilot / demo instance of Highlight. If so they need to be detached from the  pilot / demo instance.
   3. Once the user is detached from the other instance, portfolio manager can again send the invite to the user
2. If several accounts need to be accessed with the same mail ID, then create an alias for the existing login mail ID.
   1. Create an alias each for each company account ie sub domain the user has to access in the systems integrator's instances for the existing login mail ID  in the following format. User Name+Sub Company Name@Main company Name.com .. Please check CAST HIGHLIGHT - User Administration - How to grant access to a single user to multiple sub companies or sub domains in a systems integrator scenario
   2. To invite the same user in other portfolios,  the portfolio manager can add +PortfolioName in the email so that the login remains unique. E.g.  Username+NewPortfolioName@company.com Invite each alias and limit access to its respective portfolio/campaign in the requisite role. Please check CAST HIGHLIGHT - User Administration - How to have multiple roles associated to one Email ID 
3. If the issue  still occurs for the application contributor role, then it  is because a contribution link(s) between the user and the app(s) the user was a contributor remains. This happens even if the user was detached from the old portfolio. In this case contact CAST Support to detach the user from the apps in the old portfolio and then re-invite the user.

Additional Resources

CAST Highlight Troubleshooting Guides

CAST Highlight Product Documentation

Zendesk Ticket Number

# 24808, 22822, 25495, 32525