Any given email address can only be used for one user across all lucid.app data regions. When attempting to add a user via the Admin Panel, if you receive an error message indicating the user exists in another region, this means the user already exists under that email address in a different lucid.app data residency region. For more information on Lucid’s global data residency, please review the Data Residency article in our Help Center.

With this in mind, there are two options that allow you to add these users to your account:  

 Option 1: Ask the user to change the email address on their existing account.

 The user can do this in their Lucid account under their User Settings page. Once the email address on their existing account has been changed, you should be able to add them to your account under the desired email. Please note: if the user chooses to delete their existing account, they will still need to alter the email address prior to deletion in order to be added to your account under that email.

 Option 2: Add the user to your account with a different email address. 

If the user has an alternative email address available, you can simply add them to the account using one of those email addresses. Note that this will only work if this user can log in with one of the authorized methods on the account (e.g. for SAML, the email address would need to exist as a user in your IdP and be assigned to the Lucid app). You can check which methods are available under Admin > Security > Authentication.