When onboarding a contact, users may receive the following error (Figure 1):
Figure 1 Error Message
The most common cause of this: either the email address or phone number is already in use but the user has forgotten the details. To resolve this, the user will need to onboard the contact with the same phone number and email address that is already contained in the system. This information may be able to be obtained by:
- Asking the contact you are onboarding for other email addresses or phone numbers that may have been used instead
- Asking your internal helpdesk for any other email addresses or phone numbers that may have been used instead
If neither of the above succeeds in learning the correct email and phone, the user should raise a Service Request with Symphony containing the information specified in Figure 1.
Note: Depending on the situation, Symphony may be unable to provide the requested information due to Personal Identifiable Information (PII) concerns
If the information is verified to be correct and you are still receiving the onboarding error, please contact Symphony Support at firstname.lastname@example.org