What should I do if creating a new user fails because the email address is already in use?

The system does not allow multiple users to have the same email address. If an account with that email address already exists, creating a new user will be blocked.

Follow these steps:

1. Check whether the account already exists

• Open the Users tab in the Admin section of Granite.
• Search for the user in the user list using their email address.

2. If it is the same person

• Do not create a new account.
• Instead, add or modify the necessary roles and permissions on the existing account

3. If it is an old or incorrect account

• Edit the account's email address and passivate the account. For example, add the word "old" to the end of the email address. This frees up the original email address so it can be used for a new account.
• Once the old account has been passivated, create a new user with the desired email address.

If you cannot find the email address in the Users tab, please contact Granite Customer Support for assistance.

Updated on: 21/10/2026