> Source: [sk151973](https://support.checkpoint.com/results/sk/sk151973)

# sk151973 - Unable to create new users on CloudGuard Dome9

| Property | Value |
|----------|-------|
| Solution ID | sk151973 |
| Date Created | 2019-04-27 |
| Last Modified | 2022-05-07 |
| Technical Level | General |
| Products | Cloud Firewall |
| Versions | R82.10, R81.20, R82 |
| Platform | AWS, Azure, GCP |

## Symptoms

- * Unable to create new users on CloudGuard Dome9
* Error: "Unable to create a user with the specified name or password. If the problem persists please contact support."

## Cause

The e-mails used already exist in the Dome9 database under another account. Individual e-mails can only be apart of one company ID within Dome9.

## Solution

The email address they are trying to add must be removed from the other account Dome9 account.  

How to correct this issue:  

1. The user that you are attempting to add must be removed from the other Company ID. This can be done by contacting the administrator of the other Company ID and have that user removed.   

2. If the user is the Administrator/Super User of the account (Trial account in most case)   

* Have the user assign an unique e-mail address and then make this new user the Administrator/Super User of the account.
* Log in with the new e-mail address and delete the old e-mail address
  * Under Settings -\> User Administration select the user and delete him from the account.
* Once the old e-mail address is removed it can be added to the Company account.

3. An alias can be created for the user. Simply add +\<word\> between the users name and @\<domain\>. For example, user@checkpoint.com could be aliased as user+test@checkpoint.com. The user can active and login with the name user+test@checkpoint.com.   

NOTES: If the user is unaware of his username and password a password re-set will need to be done from the login page. An e-mail with a new password will be sent to re-set the user password.  

If the issue continues to persist please [contact Check Point Technical Support](https://www.checkpoint.com/support-services/contact-support/)

---

# Agent Instructions

This content is from the Check Point Support Center (https://support.checkpoint.com), the official knowledge base for Check Point cybersecurity products.

## Navigating This Knowledge Base

- **Complete index**: [llms.txt](https://support.checkpoint.com/llms.txt)
- **All SK articles**: [SecureKnowledge Sitemap](https://support.checkpoint.com/sitemaps/secureknowledge-sitemap-index.xml)
- **SK article URL pattern**: `https://support.checkpoint.com/results/sk/{skId}`
- **Markdown responses**: AI bot User-Agents automatically receive `text/markdown` content