Can't Update the Primary email in Webex Control Hub

[Kenneth Valles]

For this Specific user can't change or update the primary email and this is the error below. Can anyone encounter this issue and fixed this issue. Thanks

Referrer: Control Hub notification toaster-links
Browser URL: https://admin.webex.com/manage-users/users/7c3d9952-e384-4412-82fa-523299da2ce4/profile
Control Hub Build: 20221214-ec1caf5
View Org ID: e99ea02b-20a0-47aa-904c-780709b3107b
Logged-in User ID: 6c04a8d4-0541-4fdd-aaaa-330802fe2607
Logged-in User Org ID: e99ea02b-20a0-47aa-904c-780709b3107b
Logged-in User Clock UTC: Thu, 15 Dec 2022 05:40:07 GMT
Customer Type: Enterprise

Status: 409
Status Text: OK
URL: https://atlas-a.wbx2.com/admin/api/v1/users/email/7c3d9952-e384-4412-82fa-523299da2ce4
Tracking ID: ATLAS_b37b035b-a1b7-422d-9e9c-b8be6be8e7cd_12
Error: {
"message": "Email: j.fajardo@cooeeinc.com exists",
"errors": [
{
"description": "Email: j.fajardo@cooeeinc.com exists"
}
],
"trackingId": "ATLAS_b37b035b-a1b7-422d-9e9c-b8be6be8e7cd_12"
}

Message: Http failure response for https://atlas-a.wbx2.com/admin/api/v1/users/email/7c3d9952-e384-4412-82fa-523299da2ce4: 409 OK. Email: j.fajardo@cooeeinc.com exists. TrackingID: ATLAS_b37b035b-a1b7-422d-9e9c-b8be6be8e7cd_12

[John Steele]

You can open case with Cisco on this if you are having any more trouble.  They are pretty responsive on this type of issue and quick to resolve.

https://help.webex.com/contact?language=en-us

[ebery]

This user has a free personal WebEx account using the same email address.  Have the user log into their personal WebEx account and delete the account.  Then you should be able to create a new account and/or change the email for this user.

[dtibbe]

No need for this if the domain is verified and when claiming the user, see link below

[ebery]

The reply above answered this question. Please have the person log into WebEx (their free personal account) and delete that account and you will be able to configure the new email address within your company's control hub.

[dtibbe]

The account does not need to be in control hub. A common issue is having the mail adress associated with a free account before.

Have you tried logging in with that account and maybe issuing a password forgotten mail?

Have you verified that domain? If so, you may also check if you're able to clain that user if it resist outside of your org, see https://help.webex.com/nceb8tm/

[jingjhua]

if you need to update your mail to j.fajardo@cooeeinc.com this one, cannot do that, due to this mail have account in control hub already.