Overview
When creating users individually or uploading users in bulk, you may encounter error messages that prevent one or more users from being added successfully. This article covers common user creation errors and how to resolve them.
If you do not see your error listed here, submit a support ticket and our team can assist.
Error: Email Address or SSO ID Has Already Been Taken
This error occurs when a user already exists in your Foundry account with the same email address or SSO ID.
How to resolve
- Go to Users > Manage Users
- Expand the User Status filter
- Select Deactivated to include inactive users in your search
- Search for the email address or SSO ID
- Select the user’s name to open their profile
- Select Edit and update the appropriate fields
Only one user in an account can have a specific email address or SSO ID.
Error: Not All Learners Were Successfully Uploaded
This error occurs when some users fail during a bulk upload.
How to review upload results
- Go to Users > User Upload
- Review the upload history
- Imported Rows show users added successfully
- Rejected Rows show users that failed
- Download the CSV under Rejected Rows to view error details
Common Bulk Upload Errors
The rejected rows file may include one or more of the following messages.
Location not found
- The Location name in the template does not match a Location in Foundry. Add that location in Users > Locations and try your upload again.
Invalid Custom Category or Label
- The Custom Category does not exist in Foundry. Create the custom category or label and try your upload again.
Invalid characters
- Some characters cannot be processed during bulk upload
- Add the user manually instead
Email has already been taken
- Another user in the account already uses this email address. You must change the email to something different.
SSO ID has already been taken
- Another user in the account already uses this SSO ID.