If you are trying to create a new user in Upvise (see: How do I create a new user in Upvise?), and you find it is not behaving as expected, please see below for some potential reasons.
Firstly, follow the below steps to troubleshoot the licencing creation in upvise:
Navigate to the Upvise integration screen
Backdate the “Last Updated” date to the day before the licence was applied, click save
Click Export/import
the user should sync across within a few minutes
1. An account already exists using this email:
Where you have applied a licence in workbench, however, you cannot generate the user in Upvise due to the error “User can't be created because the email already exists”, this can mean a few things.
The employee may already have created an account outside of your Upvise environment
The employee may have used Upvise with a pervious employee
The user already exists and may be in Upvise with a different name/ user
If a user creates their own Upvise account which is separate from Workbench, an error will show up similar to the message below in the Upvise integration screen. If possible, please educate staff that they do not need to create their own Upvise accounts.
- If you cannot find a user with that email in your system, you will need to raise a support ticket with workbench support so we can assist with this remediction . You can raise a support ticket via freshdesk or email support@wbi.freshdesk.com
2. No email exists on the workbench person:
If a person who has been assigned an Upvise licence in workbench doesn't have an email address, you will see the below error on the Upvise integration screen -- and the user will not be created in Upvise.
3. The person is not associated with a company in workbench:
If a user doesn't have a company attached to the user, the system will not pick them up at all, so there will be no error -- and the user will not be created in Upvise.