Customer Issue

One of our users is trying to create an account but is getting the following error message after going through the user verification process: "Employee already activated for these answers."
A user that has registered with an email address and password now can't sign in after being given access to SSO.

Environment

• Member Experience | Web
• Member Experience | Mobile app

Issue Details

If a user has already registered their account by logging in with SSO or an email address, and SSO/email access is later withdrawn, the user will be unable to create a username. Creating a username and entering user verification details for their existing account returns an error instead of merging the accounts.

Likewise, the inverse scenario where a user has already registered with a username or email address and password will result in the user being unable to sign in via SSO if they are later granted SSO access.

Resolution

The current workaround for this issue is to forget the user in question and then have them create a new account, or raise a ticket with Support who can manually merge the accounts.

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-60, formerly MAGIC-6991)