Occasionally, attempting to add a new user via the Users tab to an organization in the ThousandEyes platform results in an error message indicating that the email address "is valid but cannot be added at this time":
The error is caused by the email address having previously been used to set up a Trial organization in ThousandEyes. An email address can be used in multiple organizations if all organizations have Standard or Pro plans (paid subscriptions), but an email address can only be used once if used in an unpaid organization (Trial, or the Lite plan that Trial plans become upon trial period expiration).
ResolutionTwo options are available to resolve the issue:
- Use a unique address
- Delete the Trial or Lite organization
Using a unique addressA unique email address can be used in one of two ways:
- Change the email address on the existing Trial or Lite organization
- Use a different email address to add the user to the Standard or Pro organization
Deleting the Trial or Lite organization
To delete the Trial or Lite organization, log into ThousandEyes using the email address that generated the error. Open the Account Settings page and navigate to the Usage tab. Click the Delete button to delete the account permanently.