The error messages may appear:
Error: This email address is assigned to (name). The objectID for the person is (ID).
Error: Username is already registered.
Error: Your login attempt was not successful. Please try again.
Check that the portal account hasn't been set to Disabled via the Websuite Management plugin. If it hasn't, it is most likely the email address has been used in the past or is attached to more than one record.
To check for and remove duplicates:
Install the Phone Search plugin from the RDB Store which can be found under the Plugins tab and restart RDB.
Click Plugins and then click Phone Search.
Search for the applicants or contacts email address, If more than 1 record appears make sure that they have the same ObjectID, if they do not:
Access the record which doesn't need an account and remove the email address as a Primary email address or delete it from the Phones tab.
Click Plugins.
Click Phone Search and search for the email address again. If it is linked with only records which share the same ObjectID ask the applicant/contact to try accessing the portal.
To attempt to purge the email address:
Open the record.
Click on the rdbweb button on the left side of the record.
Click the Roles tab.
Tick a Role and click Update if a role has not been selected.
If the above does not resolve the issue please contact us via the MyAccess portal and reference the title of this article and make sure you include the email address(es) of the account(s) having issues.