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Adding a returning employee: "email already in use"

If you try to add someone who used Extraordinary before and the portal says the email is already in use, their old profile was deleted. A deleted profile keeps its email address in our system, so the same email can't be used for a new profile.

How to bring them back

  1. contact us with the employee's name and email address.
  2. We'll restore (undelete) their profile and let you know.
  3. Refresh the Customer Portal, assign their allowance and issue a new card.

Their old card was cancelled permanently when the profile was deleted and can't be switched back on, so they'll need a new card.

Using a data feed or SCIM?

Profiles are only created automatically for email addresses that are new to us. If a returning employee isn't created from your file or directory sync, their old profile was probably deleted. Let us know and we'll restore it.

Delete or deactivate?

Deleting a user cancels their card and access straight away, and any unused balance is lost. If someone is leaving temporarily, or you only want to stop future funds, remove their allowance instead. See Deleting a user.