Understanding user addition errors
When you encounter an error message while trying to add a new user to your GetAccept account, it typically indicates one of several specific issues. The most common reason is that you've reached your current seat limit. However, other factors,like duplicate emails, invalid email formatting, or a user already existing on another entity in your organization,can also prevent successful user addition.
This guide walks you through identifying the cause of your error and resolving it step by step.
Check your current seat usage
Your first step should be to verify how many user licenses you currently have and how many are in use.
Click your profile image in the top-right corner
Select Settings
Navigate to Subscription and Billing
Review the Licenses section to see your seat limit and current user count
If your current user count matches or exceeds your seat limit, you've reached capacity and cannot add new users without purchasing additional seats.
Resolve "seat limit reached" errors
If you've confirmed that you're at capacity, you have two options: purchase additional seats or deactivate an existing user to free up a seat.
Purchase additional seats
In Subscription and Billing, click Add Licenses (or similar button depending on your plan)
Select the number of additional seats you need
Complete the purchase flow
Once complete, you can immediately add new users
For detailed instructions, see How to add more licenses to your account.
Deactivate an unused user
If you have users who are no longer active, you can deactivate them to reclaim a seat without permanently deleting their data. Deactivated users retain access to documents they previously sent, but cannot create new documents or send-outs.
For step-by-step deactivation instructions, see Manage User Roles and Permissions.
Check for email-related issues
Before attempting to add a user, verify the email address is correct and properly formatted.
Common email errors
Typos or spacing: Double-check for extra spaces, misspellings, or incorrect domain names (e.g., "gmai.com" instead of "gmail.com")
Invalid format: Email must follow standard format: name@domain.com
Duplicate email in current entity: If another user already has this email address in your entity, the system will reject the addition. Verify the email hasn't already been added
Missing domain extension: Email must include a full domain (e.g., .com, .org, .co.uk)
Correct any formatting errors and try adding the user again.
Check if the user already exists on another entity
If your organization uses multiple entities (separate instances for different departments, regions, or brands), a user might already exist on another entity. GetAccept does not automatically transfer user credentials across entities.
To check:
Ask the user if they have a GetAccept account with the email address you're trying to add
If they do, they may need to be deactivated on the previous entity first, or a new account created with a different email
If they should have access to multiple entities, contact GetAccept support to configure cross-entity permissions
Verify the user doesn't already exist in your current entity
Search your current user list to confirm the email hasn't been added previously.
Click your profile image → Settings
Navigate to Manage Users
Use the search bar to look for the email address
Check both Active Users and Deactivated Users tabs
If you find the user in the deactivated list and need to restore access, you can reactivate them instead of adding a new user.
When to contact GetAccept support
If you've completed the steps above and still encounter an error message, contact GetAccept support. Provide the following information:
The exact error message you're receiving
The email address you're attempting to add
Your current seat usage and license count
Whether the user exists on another entity in your organization
Screenshots of the error (if possible)
The support team can investigate account-specific issues and help resolve complex user addition scenarios.
Next steps
Once you've successfully added a new user, you'll need to assign them a role and optionally add them to a team. See Add Users to Your Account for the full user setup workflow.
For bulk user imports or SSO-based provisioning, see Bulk Upload & Download Contact List.