Each staff member must have a unique email address that is used for their Username. If you attempt to create a user account with an email address that is already associated with an existing user, you'll encounter the error message: 

• Error creating user
• Username is already taken

Here's how you can resolve this issue and successfully create a new user:

1. Check for Existing Usernames

To ensure the email address you want to use for the new user is unique, follow these steps:

• Navigate to the LEAP Menu.
• Go to Reports > Management > Staff Details.
• Use the search function to check if the email address (or Username) you're attempting to assign already exists in the system.

If you find that the username is already taken, you will need to modify the existing user or choose a different email address.

2. Renaming the Existing Username

If the email address is already being used by another user, you can resolve this by renaming the existing user account. 

• Enable the account with the duplicate Username by assigning the licence.
• Update the Username of the old account (e.g., change "example@xxxx.com" to "example1@xxxx.com").

After renaming the old account, the original email address will be available to assign to the new user.

3. Create the New User Account

Once the duplicate Username has been renamed, you can proceed with creating the new user account with the desired email address.

• Assign the correct email address as the Username for the new user.
• Assign a licence to the new account as necessary.
• If your organisation has multiple branches or offices, ensure that you assign the user to the correct branch. If the branch is blank, check Application Settings to make sure each branch has a Display Name set.

4. Assigning to the Correct Branch

If your firm operates in more than one location, make sure you select the correct branch for the user:

• Ensure the branch has been set up in Application Settings with a proper Display Name.
• Choose the appropriate branch for the user under the Branch Name field.

This step ensures that the user is linked to the correct office and their account is correctly configured.