Why this error appears

The error usually occurs when an email address is already linked to an existing user in Factorial. If you see the message “Email address already exists” in Factorial, it means that the same email is already registered in another account or company.
 

Common situations include:

• Demo accounts: You may have used your personal email to create a demo account in the past, and now are using the same email to join your company account.
• Previous employment: You worked for another company that also used Factorial and are now joining a new one. In these cases, the same email is still associated with your old profile.
• Multi-account users: Some users intentionally belong to more than one company in Factorial with the same email (for example, external consultants).
• Reusing a terminated employee’s email: Sometimes, Admins try to assign an email that was used by a terminated employee. Since that email is still linked to their profile, it cannot be assigned to a new user. Each email address must be unique to one employee profile.

How to fix the issue

• If you are an employee: Please contact your company Admin and share this article with them.
• If you are an Admin. You can fix the issue in two ways:
  • Change the email address: Use a different email address that is not linked to any other Factorial account.
  • Contact Support. If you’re unsure which company the email is linked to, contact our Support team through the Help widget or your Factorial Support Portal. Our team will check and guide you through the next steps. Please include:
    • The employee’s full name
    • The email address causing the error
    • The company name

If the error appears when reusing a terminated employee’s email

If the person you’re trying to add has the same email as a terminated employee, the system will block it because that email is still linked to the previous profile.

To solve this, you have two options:

• Assign another email address to the terminated employee. This keeps the old employee’s information in Factorial but frees up the email for reuse.
• Request the complete deletion of the terminated employee’s profile. Once the data is permanently deleted, the email becomes available again. Please note that this process cannot be undone and all related data will be lost.