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Troubleshooting: 'User Already Active' Error When Adding a New User in Dazos CRM (CRM)

Overview

When attempting to add a new user in Dazos CRM, the system returns an error indicating the user is already active — but the user does not appear in either the Active Users or Inactive Users lists in Settings → User Management. Re-attempting to create the user produces the same error, and no filters are in place that would hide the account.

Possible Causes

  • The username chosen for the new user (for example, initials such as SRussell) is already assigned to a different, inactive user account that is hidden from the standard Active and Inactive user lists.

  • Because the conflicting account does not appear in the visible User Management interface, the error message — "user already active" — can be misleading and make the issue difficult to diagnose.

Solution

  1. Try a different, unique username. Instead of using initials or a shortened format (for example, SRussell), use the user's full name or another distinct identifier (for example, ShaniceRussell) as the username when creating the account.

  2. Attempt to create the user again with the new username. Go to Settings → User Management → Users and complete the new user creation form using the updated username.
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  3. Confirm the user has been created successfully. The new user should now appear in the Active Users list and be able to log in to Dazos CRM.

⚠️ Note: This issue is caused by a username conflict with a hidden inactive account — not a visibility or sync problem. Checking filters, restoring inactive users, or submitting a backend sync request will not resolve this issue. Changing the username to a unique value is the correct fix.

Still Need Help?

If changing the username does not resolve the error, or if you are unsure which username is causing the conflict, contact Dazos Support and provide the following details:

  • The full name of the user you are trying to add

  • The username you originally attempted to use

  • The username you tried as an alternative

  • Your CRM instance URL

  • Confirmation that the user does not appear in either the Active or Inactive Users list

A member of the Dazos Support team will investigate the username conflict and assist you in getting the new user account created.

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