If you receive this error message, it means that the user you are trying to add already has an account. However, because the user is not assigned to your school, you cannot see him/her in your Manage Users list.

It is likely that the user was previously assigned to a different school and his/her access has been deactivated, or set to Level 0. If this is the case, you can locate the account by navigating to Account > Manage Users and changing the Access Level filter to Level 0. This will display all Level 0 users in the system alphabetically, so you can scroll down and find the account you need to update.

If the user's name appears on the Level 0 list, click the Edit button for that account, set the user's access to the appropriate level, and attach them to your school. If the user's name does not appear on the Level 0 list, then the account is still active and attached to another school. In this case, you will need to reach out to your district school improvement contact (found on your SIP's Tracking page) to change the account, as they have access to all schools in your district and will be able to make the necessary changes.