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Why can’t I add a new user in Parcel Tracker?

Learn what to check when Parcel Tracker says a user with that email already exists.

When you add a user, you may see the message “User with that email already exists”. It means the email address is already linked to a Parcel Tracker account, even if the person isn’t currently a user in your organization. The checks below cover the most common reasons. Only Owners and Admin users can add users, so the option isn’t available to other roles. For the full list of roles, see Mailroom users and their permissions or Multi-Mailroom users and their permissions.

What to check, in order

  1. Check whether the user was already added. On the web platform, go to Settings > Mailroom Users and look for the user. Users appear in this list as soon as they are invited, even if they haven’t set a password yet. If the user is listed, there is no need to add them again. If they haven’t logged in yet, ask them to check their inbox, including the spam or junk folder, for the invitation email, which lets them set a password and log in. If it isn’t there, contact our support team.

  2. Check whether the user was deleted. On the web platform, go to Settings > Retained data and open the Users tab. Deleted users are kept there, and their email stays in use until the data is fully removed. If the user is listed, select them and click Restore to recover them to your active account. For the full steps, see Retained Data: How to View, Restore and Manage Deleted Records.

  3. Allow time after a permanent deletion. If you permanently deleted the user recently, the email may still be treated as in use for a while. Permanently deleted data can take anywhere from a few hours to a day or two to be fully removed. Try adding the user again after that.

  4. Check whether the user signed up for their own account. If the person created their own Parcel Tracker account with that email, such as a trial account, the email is already taken. Ask them to delete that account from their account settings by following Self-Service Account Deletion for Mailroom Users, then add the user again.

The same wait applies if the user deleted their own account in step 4. If the message appears soon after the account was deleted, the email may still be treated as in use, so wait a few hours to a day or two and try adding the user again.

Need more help?

If the message still appears after these checks, please reach out to our support team here for assistance!

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