Problem
When trying to add a new user to Strategic Roadmaps, the instance admin receives the following error message: There was an error while inviting this user. Please contact support.
Solution
This error may occur if the person you are trying to add already has an existing Strategic Roadmaps account. In most cases, this is a free trial account, but they may also be a member of another Strategic Roadmaps account.
To resolve this, a ticket must be raised with the Tempo Customer Service and Support team so they can investigate and delete the user’s existing account.
If there is information on the existing account that needs to be retained and the account is still active, the user can:
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Export their data by following these instructions:https://help.tempo.io/roadmaps/latest/exporting-data-to-csv?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjo5NjAxMzg0LCJ1c2VyX2lkIjo0MDczMTAxODEwNzMsInRpY2tldF9pZCI6MTc1MTUsImNoYW5uZWxfaWQiOjYzLCJ0eXBlIjoiU0VBUkNIIiwiZXhwIjoxNjI0MTI0ODA2fQ.YtmZ096SY017WhgWKCQe2-Bq3Rg1tQIPm1-Q_Cig2XI
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Import the exported data into the new account: https://help.tempo.io/roadmaps/latest/import-roadmap-data-from-csv
If there is important information on the account and it is currently inactive, request that the account be temporarily re-enabled before deletion so that the data can be exported.