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How to Resolve “Email Address Is Already in Use”

Learn how to manage your Zanda username and email address to maintain account security, handle duplicates, and ensure smooth account access.

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.

In this article:

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 User Menu > Account 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 User Menu > Account 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: Set Up a User Profile for Linked Account Access

If you are setting up an Account With Access or linking another Zanda account to your account, the linked account does not need to use the person’s real login email inside your account. Create or select the user profile that the linked account will use when it switches into your account, then set the permissions for that profile.

Use this option when the person or service provider already has their own Zanda login in another account, or when you are granting access to a business account such as an external admin, bookkeeping, or support account.

Only master users can request or grant linked-account access. The request code is valid for 72 hours.

Create the user profile for the linked account

  1. Go to User Menu > Account Settings > Team > Users > User Management.
  2. Click Add New User.
  3. Enter a clear name for the access relationship, such as the business or service provider name.
  4. Enter a unique email address for this user profile. This can be a placeholder address for the access relationship, provided it is not already used by another Zanda user profile.
  5. Set the access level and permissions this linked account should have when it switches into your account.
  6. Click Send Invitation Email to create the user profile.

Grant access to the linked account

  1. Ask the master user of the account requesting access to generate a request code from Switch Account > Request Access to a Different Zanda Account.
  2. In your account, go to Switch Account > Allow Access to this Zanda Account.
  3. Enter the request code in Access Code, then click Validate Code.
  4. Under User Account, select the user profile the linked account will use.
  5. Click Grant Access.

The permissions set on the selected user profile apply to anyone accessing your account from the linked account. You can edit those permissions or revoke access later from the linked account settings.

For the full workflow, see Managing Linked Zanda Accounts.

Option 5: 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.

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