Email address already exists under another account

Hello! I just took over as CM for my pack and I’m trying to resolve issues the former CM had with Scoutbook. We have two parents who we cannot invite because we keep getting the error message that the email address already exists under another account. Both cubs were in scouting last year. Both advanced to wolf in our pack, and one has and older brother that just crossed over to a troop. Any help would be greatly appreciated! TIA

Instead of trying to create a new account for them, what happens if you search by email address?

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That worked for one instance. But not for my parent with two scouts. It doesn’t even find her name when I search, but tells me there’s already a user with that name, the email address exists under another account, etc.

Is that parent already connected to one of her Scouts on your Pack Roster page?