If you’re trying to create a new user in Upvise (see: How do I create a new user in Upvise?) and the user is not being created as expected, the sections below outline common causes and how to resolve them. 


Quick Troubleshooting: Licence Sync Reset


Firstly, follow the below steps to troubleshoot the licencing creation in upvise:

  1. Navigate to the Upvise integration screen

  2. Backdate the “Last Updated” date to the day before the licence was applied, click save

  3. Click Export/import

  4. the user should sync across within a few minutes


If the user still does not appear, continue with the checks below.

Common Reasons a User Is Not Created


1. An account already exists using this email address

If you have applied an Upvise licence in Workbench but see the error:

“User can’t be created because the email already exists”


 This usually means one of the following:

  • The employee has previously created an Upvise account outside of your organisation

  • The employee used Upvise with a previous employer

  • The user already exists in Upvise under a different name or profile

If a user creates their own Upvise account (separate from Workbench), an error message like this will appear in the Upvise Integration screen.


What to do

  • First, search your Upvise users for the email address

  • If the email does not exist in your system, raise a support ticket so the orphaned account can be removed

Support request options

⏱️ Account removal typically takes up to 2 business days.


2. No email address on the Workbench person record

If a person has been assigned an Upvise licence in Workbench but does not have an email address, the user cannot be created in Upvise.


In this scenario:

  • An error will appear in the Upvise Integration screen

  • The sync will fail until an email address is added

Resolution

  • Add a valid email address to the person record in Workbench

  • Re-run the Export / Import process


3. The person is not associated with a company in Workbench

If the person record is not linked to a company in Workbench:

  • The user will not sync at all

  • No error message will be displayed

  • The user simply will not appear in Upvise

Resolution

  • Ensure the person is assigned to a company in Workbench

  • Re-run the Export / Import process

Prevention: How to Avoid User Creation Issues

To prevent delays and sync issues when onboarding new users:

  • Do not allow users to create their own accounts via upvise.com (example below 

  • All Upvise users should be created only via Workbench

  • Educate staff that they do not need to sign up separately for Upvise




Creating accounts directly on upvise.com can result in:

  • Orphaned user accounts

  • Delays in database access

  • Manual remediation by support

Following the correct process ensures users are linked correctly to your database and can access Upvise without delay.