Problem

When registering an account in the Everbridge Manager Portal, the following error occurs:

Root Cause

This error means another User or Contact has already registered with this username. Usernames must be unique across both the Manager and Member Portals. Therefore, if a username is being used by a Contact, then a User cannot register with that username, and vice versa. See knowledge article EBS: 'This username already exists' When Creating an Account in the Everbridge Member Portal.

Usernames are also unique across all Everbridge accounts, meaning:

• If a username has been used in any Everbridge environment previously, it generally cannot be reused for a different portal, even if the original account appears to be deleted or no longer active.

In practice, this means that a username conflict in the Manager Portal can be caused by:

• An existing User or Contact record in the same Everbridge organization.

• A Contact record for you in a different Everbridge portal (such as a county/resident alert portal) that is still active.

• A deleted Contact record that is still within the retention period before it is fully purged.

Username and email/phone reuse behavior

• User records: If a User record is deleted, the username may typically be reused immediately.

• Contact records: If a Contact record is deleted, the username may be reused after 30 days, at which time the Contact record is removed from the Deleted Contacts tab under Manager Portal > Organization > Contacts > Deleted Contacts.

• Email addresses: If an email address is already associated with another user or contact in your Everbridge account, the system will alter the email when you try to add it to a new User.

• Service Accounts: Service Account usernames follow the same uniqueness rules.

Solution

If you encounter this error, try the following options:

1. Continue with the account registration by entering a different unique username. A common approach is to append a number or short suffix to your preferred username (for example, jsmith01 instead of jsmith).

2. If you're trying to use your email address as your username, consider using an alternative username that differs from your email address.

3. Verify whether the same username or email is already being used on another Everbridge portal. Delete the old account there, or ask that portal's administrator to remove your Contact record.

4. Contact your system administrator to verify you don't already have an existing account, or to confirm whether your email or phone number is already associated with an existing User or Contact record.

5. If you recently deleted a Contact that used this username, wait at least 30 days for it to be purged from Deleted Contacts, or choose a different unique username.