When you create a new HQ user in Guesty, you expect to successfully add the user after entering their information. Sometimes, you see the error message: "Sorry, we couldn't create a new user. Please try again or contact support."
This error usually appears because the email address you enter is already linked to an existing Guesty account. Guesty requires a unique email address for every user profile, including HQ users, regular users, and sub-account users.
To resolve this issue, check if the email address is already in use:
Scenario 1: Email is already associated with an existing account
Confirm with the user if they have previously registered their email address to a Guesty account. If the email address is tied to an existing Guesty account, choose one of the following workarounds:
- Use a different email address: The simplest solution is to use an email address that is not linked to any Guesty account.
- Use an extended email: Append a unique code (like +1) before the @ sign. For example, change "jane@gmail.com" to "jane+1@gmail.com". Guesty recognizes this as a unique email, but messages still reach the user's original email inbox
- Delete the existing user: If the user profile on the existing account is no longer needed, it can be deleted to free up the email address.
Scenario 2: Email is not associated with any existing account
If the email address does not appear to be tied to an existing Guesty account, this indicates a different system issue. Contact us for further investigation and include the following information:
- The email address you're trying to use
- The exact error message you received
- Any additional details about when the error occurred
Prevent the issue from happening again
To avoid this error in the future:
- Consider using extended email addresses (with +1, +2, etc.) if you need multiple user profiles that should receive emails at the same address
- Maintain a record of which email addresses are associated with existing user profiles in your organization
Tip:
If you frequently need to create users for the same individuals across different account types, consider establishing an email naming convention using extended addresses from the start.