Fix the "User Already Exists" Error When Adding a Project Member

Last updated: March 13, 2026

If you try to add a customer user to a project and see the error “User Already Exists,” it means that email address is already in OnRamp under a different account. Instead of creating a duplicate, you can link the existing user through Account Affiliations — letting them participate across multiple accounts with a single login.

Steps to Fix

  1. Open the project and click the Settings tab.
  2. Under the Account section, click Add Affiliated Account.
  3. Search for and select the account where the user already exists.
  4. Go to Members (upper right of the project) and click + Add Customer User.
  5. In the account dropdown, choose the affiliated account, then select the existing user.
  6. The user is now added to the project without needing a new login.

Tips & Troubleshooting

  • Why can’t I just create a new user? Each email can only have one OnRamp login. Affiliations let a single user belong to multiple accounts.
  • Can I affiliate more than one account? Yes — a project can be affiliated with multiple accounts.
  • Can’t find the user? Double-check the email spelling, or confirm the user was originally invited under the other account.