If you can't add a user to your organisation's Zoho CRM in Zoho One because their account already exists, the user probably has their own trial account. The user must cancel that trial account, or use a different email address, before you can add them.

Applies to: Zoho CRM, Zoho One – All clients

Background

Users often create a trial account when they try to log in to CRM (or another Zoho application) before they are invited to the organisation. A user can only be in one Zoho CRM organisation with each email address. So the user must close the trial account before joining the organisation's CRM account, or use a different email address for each Zoho CRM organisation.

Steps

The user follows these steps:

1. Log in to the trial account. If the trial has expired, continue to the free version (a dialogue appears for this).

2. In Settings, click Company Details.

   

3. If no company details are set up, enter one detail (for example the company name) and click Save. Then open Company Details again.

4. On the Company Details screen, cancel the account.

Note: If the option to cancel the account isn't shown, there are other users in the account. Delete or deactivate those users first. After they are deactivated, it can take up to two days before the account can be deleted.

When the cancellation is complete, you can add the user to your organisation's Zoho One CRM.