Email Already Exists


Sometimes when entering an email address in the dashboard, you might be prompted with this error. Because each account (Parent, Educator, Xplorer) has a unique email address, you cannot reuse an email address if it already exists in the system.

If you are updating a parent profile, try the Add Existing parent tool. Be sure to delete the blank profile once the correct parent profile has been added against the child.

If you are updating an educator profile, first check if the educator is also a parent in Office. If they are, they will have to nominate a different email address.

If you have tried all the above, please contact our support team for further assistance.

Useful Tips:

If the user has a Gmail or Hotmail account, you can add a "+1" in their email and this way, they can use the same email account for both logins. However, they will have to use that specific email variant to login to each of their profiles.

[email protected]
[email protected]


[email protected]
[email protected]

Both will still lead to the same account in Gmail but they can be used for 2 different profiles.