This error message appears when an administrator has the same email address assigned to both their administrator and team member profiles. To resolve this, you need to remove the email address from their team member profile.
Locate the team member profile
In the top-right, click the Search icon.
Change the initial search criteria to Team Members.
Change the secondary search criteria to Email Address.
Enter the user's email address.
When you search the email address, a list of profiles linked to this email address appears. The profile with an unknown NI number is the administrator account, and the profile with a valid NI number is the team member account.
For the team member account, you need to remove the email address.
Remove the email address
To remove the email address, follow the steps below.
Click View Profile then click the Information tab.
Under Contact Details, next to Email Address, click Edit.
Enter a new email address or click [User] does not have an email address.
If multiple team member profiles appeared in the search results, repeat these steps for each one. Once you've done this, the user can migrate their account to Access Identity.