How to Resolve “Email Address Is Already in Use”

If you see “This email is already in use,” notification when trying to save a user profile, it simply means the email address exists somewhere in Zanda—active user, inactive user, or past trial.

You can resolve this by:

• using a different valid email address

• adjusting the existing user’s profile

• updating an inactive profile

• or contacting our support team for help

Option 1: Use a Different Valid Email Address

You can simply use another email address you have access to, such as:

• a second work address

• a shared admin inbox

• another inbox within your organization

This is the easiest and most reliable option.

💡 About Using Email Aliases (e.g., adding +1)

Some email systems allow you to create variations of your email address by adding +1, +test, or other tags before the “@” symbol:
admin@myclinic.com → admin+1@myclinic.com

However, this method is not supported by all email providers.
It may not work if your email is hosted through:

• Microsoft 365 / Outlook Business

• Custom domains without aliasing enabled

• Email services with strict username validation rules

If your provider does not support aliasing, Zanda will not be able to accept these +addresses during user creation.

If aliasing is not supported

You can instead use:

• Email aliases created through your organization's admin panel (Microsoft 365 / Google Workspace)

• Shared mailboxes

• Distribution lists (e.g., admin-team@…)

• Catch-all mailboxes enabled by your domain provider
  (These allow you to receive email sent to any address @yourdomain.com without extra setup.)

These options let you create a unique, valid email for Zanda while still receiving all messages in one central inbox.

Option 2: Update an Existing Username in Your Zanda Account

If you are the account owner (master user) or have the Setup and Configure Zanda permission, you can update an existing user’s email address to free it for reuse.

1. Go to Settings > Team > Users > User Management

2. Locate the user with the email you want to free

3. Change their email address to a new valid address

4. Save your changes

You can then use the original email address for the new user.

Option 3: Update an Inactive User’s Email Address

If the email address belongs to an inactive user, you’ll need to modify it before you can reuse it.

How to do this:

1. Navigate to Settings > Team > Users

2. Turn on Show Inactive Users

3. Locate the inactive user with the email you want to reuse

4. Edit their email address and change it to any available, valid address

   • You can use a different organisational email

   • If your provider supports aliasing, you may add a suffix (e.g., +inactive)

5. Save your changes

Once updated, you can assign the original email address to your new user profile.

Option 4: Contact Zanda Support to Update or Remove a Username

If you are unable to update the email address yourself—or no longer have access to the user profile—you can request help from our support team.

Email: support@zandahealth.com

Please include:

• Your business name

• The current email address you want updated or removed

• The new email address you would like to use

❗ Important: For security reasons, you must contact us from the email address you want to remove or update. This helps us verify that the request is legitimate.