1. Purpose of this guide
This guide describes how to resolve an error message that occurs when a new user cannot be created in Contractmanagement, Vendormanagement, Spendmanagement, Source to Contract and the Supplier Portal. The cause is almost always that the desired username is already in use – even when the name is not visible in the active user list.
2. Problem description
Creating a user fails when the username is not unique. If two environments run on the same server, a username is only available once. If username ABC123 already exists in the test environment, the same name can no longer be used in the production environment.
Whether environments share the same server can be seen from the environment’s URL. In https://XX.vendorlink.nl, the XX section must be different to use a username twice.
Signs
- The new user cannot be saved.
- The username does not appear in the Users, API-only users or Supplier Portal users tabs, but is still rejected. Also check the archived accounts.
3. Checking where the username already exists
3.1 Navigation
Go to:
Admin > General settings > Users > User management
3.2 Users tab
This tab displays the active users. Move the toggle to the right to Archived to also see archived users.
If the username appears here, unarchive the user or choose a new, unique username. An email address may be used more than once.
3.3 Supplier Portal users tab
Check whether the username appears here. If so, change the username for the contact person listed for the relevant supplier. This will make the username unique again.
A username may also already be in use by another organisation on the same server. In that case, try a different username, or agree with the supplier which username would be best to use.
3.4 API-only users and Profiles tabs
Finally, check whether the username appears in the API-only users tab or under the Profiles tab.
4. When to contact support
If the username does not appear in any of the tabs above and creation still fails, contact support. Include the following information:
- The username
- The email address
- The environment
- The error message
5. Summary
- A username must be unique at server level – including across environments.
- Check active and archived users, Supplier Portal contact persons, API-only users and Profiles.
- Unarchive the existing user or choose a new, unique username to resolve the issue.
- If it still does not work, contact support with the username, email address, environment and error message.
This guide provides general troubleshooting advice for ISPnext customers. The exact setup, permissions and configuration may vary by environment. Involve an implementation consultant where necessary.