It means exactly that! In other words, it’s not a problem with the system per se, but a notification.
SwimTopia uses email addresses as the login rather than some made-up identity because email addresses are guaranteed to be unique. While it’s possible for people to share an email address, there can only be one such email address in existence, much like a mailing address.
Covered in this Article:
General Reasons the Message Displays
- Email already exists in your site (usually from a previous season)
- Email already exists in another team site using SwimTopia (possibly using a different name)
- Email is tied to an incomplete registration (not visible in UI and is a temporary issue)
Specific Scenarios & How To Resolve
Manual Account Creation: New Parent, Athlete or Coach
This message appears most often when manually adding a person from the People tab. If you experience this, the most likely reason is that the person is a member in a previous season.
>>Note: Manually adding a person via the People tab doesn’t use the same matching process as registration. So if the person’s email address is already in SwimTopia, even if the name matches, you will still see the message. In general, it’s better to have people use the registration form, but in some cases (i.e. Coach accounts), manually creating the account makes more sense.
In this case, use the search bar in People to find the person in another season:
If you don’t find them in one season, search other seasons. If you find them in a previous season, add them to the current season from their profile. ➞ See the Help Center article: Managing People > Adding a Season Affiliation if you need help with this step.
If you do not find them in any season, then ask if they have an account on another team site that could be using SwimTopia. If they do, then go ahead and create the account but leave the email blank. Submit a Support Ticket including the name/email and we will link the accounts behind the scenes.
Account Creation Using a Registration Form
During registration, SwimTopia does a pretty good job of matching people to existing member accounts, even if they have not signed in first before starting the registration process (for example, if your roster was imported from another swim team management solution).
If the first and last names plus the email address are entered the same as an existing person, then the registration process automatically matches them to their historical information (even if the person has an account on another team site that uses SwimTopia.)
➧ Different Name or Format
If the information isn’t identical —“Samuel” in one instance and “Sam” in another, or more commonly, Wilma registered with the “firstname.lastname@example.org” address one year and Fred is trying to use it this year (or on a different SwimTopia team), you will see the “email address has already been taken” message.
If a parent has trouble with this during registration and reaches out for help, you as an admin can look them up in a previous season and see how they entered their name or who is using that email address and let them know what the “right” name is.
If you can’t make this work, please Submit a Support Ticket including the name/email and we will link the accounts behind the scenes. No screenshots are required.
>>Tip: This can be avoided by reminding returning parents to login before registering. The system will auto-populate the last known contact information, saving time. This reminder can be included in the initial communication emails and in the beginning of the registration form.
➧ Incomplete Registration
Another scenario where this can happen, is if a parent begins the registration process and then walks away or takes too long to complete payment etc, and times out. If they go back within 30 minutes to try again, they will not be able to use the same email, since the system thinks it already exists.
We have a process that goes off about every 30 minutes to clear out incomplete registrations, but many times people try again before this process has taken place. If the member feels this could have occured, tell them to wait and try again.
➧ Different Email Used and Needs to be Updated
If the parent tries to use an existing email but the name format is different, this "email address has already been taken" notification will occur. Many times they will end up using another email to get through the registration process, but want their original email to be used. Submit a Support Ticket including the name/email and we can merge the accounts.
➧ Email Mistyped and Needs to be Corrected
It can also happen when they mistype their email and then an admin tries to update it in their profile to the correct format that is already in the system. Submit a Support Ticket including the name/email and we can merge the accounts.